A brief article on how one company, Comcast, is leveraging Twitter:
“It has changed the culture of our company,” Roberts said. Comcast has for a while now been using Twitter to scan for complaints and engage with customers.
And it’s not just Twitter:
They also use Facebook and some of the other networks.
And while it’s great that Comcast is embracing new communication channels with customers, it’s no substitute for, well, providing quality products and services at reasonable prices. As the author of the article notes:
The real problem Comcast has is that their product and all other forms of service are simply not up to par, to put it nicely (I often put it much less nicely on Twitter).
And here’s an example of Comcast’s customer service in action (from the comments):
Yes, the Comcast twitter team responded to my complaints. They even got techs to come out and help me a day early. BUT there were 8 techs who came out over five days and each one started from scratch because there was no record of what the others had done.
Classic. Making noise on Twitter is relatively easy. Training personnel, reengineering support processes, and investing in systems to allow for seamless handoffs is a bit harder.