I have been particularly impressed with the way certain corporation have adopted the use of twitter in ways that are beneficial to their customers and potential customers.  Companies I follow that spring to mind include VodafoneUK, LogMeIn and most recently, CharterCom.  Here’s why.

A friend of mine, singlesoliloquy, was having problems with Charter, our local cable company. This morning, after what appears to have been a frustrating call to their call-centre, he tweeted the following:

singlesoliloquy #Charter is charging me to send a new paper statement, because their online billing is malfunctioning. Awesome.

I responded in a manner that was maybe a little more pointed than it needed to be, driven by my own prior problems with Charter.

akiraoconnor @singlesoliloquy OK – I am starting to see why you hate mail, especially when @CharterCom are involved

Which lead to the following response from a Charter representative:

CharterJosh @akiraoconnor @singlesoliloquy @charter Don’t like to hear that at all! What’s up w/ the online billing? Should be waived if our mistake!

and resulted in the following exchange

singlesoliloquy @CharterJosh I can’t access my current statement, due to an error with @charter‘s system. Spent 10 mins chatting, 10 mins on phone.
singlesoliloquy @CharterJosh The solution was send me a new paper bill, charge me a couple bucks processing, do nothing about the online glitch.

CharterJosh @singlesoliloquy Definitely not what should be happening. If you DM the Name/Phone# on the acct I’ll make sure the fee is waived. Can also
CharterJosh @singlesoliloquy work on getting the error fixed too.

finishing up with smiles all round.

singlesoliloquy @CharterJosh Thanks!

akiraoconnor Thanks @CharterJosh! This is why I love #twitter and corporations who use it well.

CharterJosh @akiraoconnor @singlesoliloquy Thanks! We definitely appreciate the feedback. :)

singlesoliloquy has had his charges cancelled and Charter have gone up in my estimation.  Sure, the issue should have been involved satisfactorily with singlesoliloquy‘s call to the call-centre,  but it wasn’t, so it’s great that Charter have another system in place to catch and remedy the grievances of disgruntled customers.

For me, this highlights the way in which Charter, and other twitter-savvy corporations, recognise the way in which their reputation rises and falls on the tide of public perception.  Phonecalls to call-centres are closed loops and so don’t have the potential for corporate embarrassment that Google-indexed tweets do.  Charter are managing their reputation well by responding to publicly-accessible grievances in a manner that satisfies the aggrieved.  It’s just a shame that only tech-literate, twitter-users feel the benefit.  All that remains is for the call-centre managers and staff to have the appropriate foresight and administrative rights to be able to prevent these little fires before their twitter-based colleagues get the opportunity to put them out.

One thought on “Twitter and Customer Satisfaction

  1. Same here! CharterJosh swooped in and took care of issues I was having as well. It was nice to have someone respond to my gripe, even though that wasn’t the original intent of the gripe.

    Reply

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