Customer Service on Twitter

http://abcnews.go.com/Technology/AheadoftheCurve/story?id=5388404&page=1

Frustrated, she logged on to Twitter from her BlackBerry and typed “Damn Internet down in my house. Arrrrrgh. Can’t fix until Thursday. Shoot me.”

Twitter kicked in. Wallace didn’t know that Comcast had a digital detecting unit searching the Internet diligently looking for unhappy customers who needed help. Frank Eliason heads that unit for Comcast and saw her rant. “She clearly needed help. As soon as I saw her post I started tracking her down.”

Eliason went to great lengths to find Wallace. He located her Web site, found who owned her domain name, tracked down her business partner, who then called Wallace and said Comcast was looking for her.

Wallace was astounded. “I didn’t know there was a Frank Eliason. I called him, and he explained to me what he does. He surfs the Internet looking for people complaining just like me, finds out what the problem is, and he does his best to fix it and fix it fast.” Wallace was up and running again by 5 p.m. that day.

Wow. Just Wow. Another example that suggests we should be monitoring all sorts of tools for mentions of our libraries or calls for information assistance.

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3 thoughts on “Customer Service on Twitter”

  1. I would also have found this highly invasive. And it also strikes me that Comcast only cares about customers who think to complain on the Internet, and not through other modes.

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