This link has been bookmarked by 101 people . It was first bookmarked on 11 Apr 2008, by Ellen Moore.
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25 Mar 12
mmromanCompanies using twitter to monitor for complaints and give help to customers
twitter customerservice customer service socialnetworking socialmedia web2.0 insdsg605 technology education business
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There has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and responding to customer service issues. Some of this interaction has been in the Twitter community, with Comcast being one of the more active participants as of late. Although in some cases, customers twittered their frustration after failing to receive the support they needed through traditional methods, in many cases, Twitter was the first place the customers vented their frustration, and then were surprised when they received a response from a support rep or company spokesperson.
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Ken Brittainwe wanted to find out is which companies are using Twitter for customer service? And how can you get a company's attention via Twitter?
Comcast is Watching You
The trend of companies being tuned in to what's being said on the web may not have begun withtwitter customerservice socialmedia marketing business social Media service socialnetworking community web2.0 customer
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people are venting on Twitter as a last resort after the company failed to deliver quality support via more traditional channels.
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Other methods for tweet tracking can involve using a service like Tweet Scan, which performs real-time monitoring of Twitter. Take a look at a Tweet Scan for keyword "Starbucks," for example, and see what we can learn:
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jeroendemirandaRWW - Sahar Perez: But what we wanted to find out is which companies are using Twitter for customer service? And how can you get a company's attention via Twitter?
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Even though Arrington's Comcast experience gathered a lot of attention, a Comcast rep notes here that this practice is something the company has been doing for going on six months now and that most people find the experience a positive way to interact with the company. ... Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them. Unlike Comcast, though, their Twitter activity hasn't received a large amount of attention, outside of marketers and social media pundits. (Perhaps because there are fewer complaints?) ... Southwest Airlines is also heavily involved in the Twitter community, using the service to inform their customers know about deals among other things. Jackie Huba reports getting a tweet from them explaining that if she booked a ticket using PayPal, I'd get $50 back in PayPal credit. Southwest is also known to tweet press happenings and pointers to blog posts, while also staying tuned into conversations about their brand. David Armano had recently flown Southwest Airlines and found the airport check-in a two-button breeze, something which he mentioned on Twitter. He received a "thank you" from the airline a few hours later. How nice!
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Even though Arrington's Comcast experience gathered a lot of attention, a Comcast rep notes here that this practice is something the company has been doing for going on six months now and that most people find the experience a positive way to interact with the company. ... Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them. Unlike Comcast, though, their Twitter activity hasn't received a large amount of attention, outside of marketers and social media pundits. (Perhaps because there are fewer complaints?) ... Southwest Airlines is also heavily involved in the Twitter community, using the service to inform their customers know about deals among other things. Jackie Huba reports getting a tweet from them explaining that if she booked a ticket using PayPal, I'd get $50 back in PayPal credit. Southwest is also known to tweet press happenings and pointers to blog posts, while also staying tuned into conversations about their brand. David Armano had recently flown Southwest Airlines and found the airport check-in a two-button breeze, something which he mentioned on Twitter. He received a "thank you" from the airline a few hours later. How nice!
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phoenix2lifeHow to Get Customer Service via Twitter - ReadWriteWeb
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12 Apr 08
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Scott MontySome great examples of companies successfully using Twitter - Comcast, Southwest Airlines, Dell, as well as newcomers SocialThing!, Toluu, Twhirl and Mixx
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11 Apr 08
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Britt WatwoodStories of companies responding after complaints aired on Twitter. Had this happen personally with Diigo
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Tad StaleyComcast, Dell, Southwest Airlines all using Twitter for customer support
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