The week in customer service tweets: 12/02/2016by
As it's a Friday, we'll be taking an irreverent look at the fickle world of social customer service on Twitter, highlighting some of the eclectic complaints people made about brands this week, and how those brands set about dealing with them. Starting with...
...Twitter, of course. And namely the backlash that occurred as rumours surfaced this week that the social network was set to swap its famous chronological timeline for an algorithmic alternative, in an attempt to appease potential advertisers put off by having to try and battle the noise to get heard:
— Internet Palace (@InternetPalace) February 6, 2016
The thing about twitter, is the USERS decide what content becomes viral.
These steps take that power away from the community!
— Politic-Fu (@The76Percent) February 6, 2016
Even 82 year-old war veterans were hacked off:
I dread the day when twitter through algorithms becomes just a place for corporations and governments to shill their rubbish #RIPTwitter
— Harry Leslie Smith (@Harryslaststand) February 6, 2016
Such was the response that Twitter's CEO, Jack Dorsey had to do a little bit of social customer service himself, quickly reaching out to quash the rumours:
Twitter can help make connections in real-time based on dynamic interests and topics, rather than a static social/friend graph. We get it.
— Jack (@jack) February 6, 2016
Users were pleased. Despite the fact that the social network's going to make the change anyway.
Elsewhere in the Twittersphere, a quick hop down-under found a member of Telstra's customer service team in hot water, over a light-hearted tweet in response to people complaining that the telco's network was down:
And speaking of networks with egg on face, a hop across the pond takes us to the much-maligned cable and internet provider, Comcast, which has a dedicated Twitter team responding to hundreds of Tweeted complaints every hour, from the sublime to the ridiculous. Has this been enough to appease the masses? Apparently not. One user has become so incensed by the performance of Comcast's wifi network that they've taken to live tweeting every time their internet speed drops below that lower than advertised:
— AComcast User (@A_Comcast_User) February 1, 2016
The updates are regular and always met with further backlash from the Twitter community. Luckily, Comcast's customer service team is happy to fight every fire, regardless of how trivial they become:
@jcsarah48 Hi, Thank you for reaching out regarding the problems with your internet service. Please send us a DM
— ComcastCares (@comcastcares) February 4, 2016
Maybe they should've simply taken a leaf from the Doritos book, by honing in on rewarding promoters, as well as combatting detractors:
— Greatest Ever (@Texas___forever) February 7, 2016
— Doritos (@Doritos) February 11, 2016
Have you seen some great examples of social customer service on Twitter this week? Feel free to share your favourites by posting the links in the comments section below!
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.