I was reading a blog post the other day (can’t remember which one it was, sorry). Anyway, it was about somebody who was having trouble with Norton Anti-Virus (AVG Anti Virus anyone?). He said he was on the phone to customer services for around 40 minutes stuck on hold and being reminded of how important his call was – how annoying is that “your call is important to us” thing even though you’ve been stuck on hold running up a phone bill. In his thrustration, he went on Twitter to have a moan at being on hold for 40 minutes. Then within minutes, somebody tweeted back from the Norton Twitter account offering to send him a link to the online livechat support which he did and got his issues sorted.
Back to me, my three mobile phone had been having problems getting mobile Internet and only seemed to be working on Wi-Fi. So I decided it would be an ideal time to see if Three mobile were using Twitter for customer support…
OK, it was just to have a moan! I admit it!
So I sent a tweet and included @threeuk on the 21st October and waited a few hours, checked back but never heard anything and forgot all about it. Then three days later on the 24th October (do you see the irony in the days it took to get a reply?) with @threeuksupport included in the reply. @threeuksupport also teeeted back to me that same day. However, my problem had sorted itself by then, but they’d already impressed me by replying.
I wonder how many other companies use Twitter for customer support? Almost tempted now to randomly tweet companies to see if they reply now…
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