Twitter-based customer support FTW. | Dafacto

The personal website of Matt Henderson.

Twitter-based customer support FTW.

18 March 2010

One of the things I'm really enjoying being part of this relatively-nascent — in the big picture, as in "Usenet before the AOL gateway" sense — phase of Twitter existence, is faster customer support.Instead of emailing, I'll now search for a company Twitter address, and then tweet about my problems. Recent examples, just in the past week or so:

  • I tweeted about problems ordering a MoviePeg, and had a reply from @moviepeg within about 30 minutes.

  • I tweeted about email links being broken in the TeleStream ScreenFlow 2.1 notice. @lynn_elliott quickly replied with a thank you, and a fix for the download link.

  • I tweeted about UI problems at OpenSRS and got a quickly reply from VP @kenschafer.

  • I tweeted about scary text on the Staction site, and got offered a free account by @_paste.

My feeling is that this won't last forever — for reasons ranging from increased volumes of messages, to decision makers losing interest in social networks and sending their Twitter accounts to their outsourced customer service departments. But in the meantime, I'm certainly going to take advantage of it while I can!

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