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Twitter Proves Superb Tech Support Channel

12:42 am on Sep 6, 2009 (gmt 0)

Administrator from US 

WebmasterWorld Administrator incredibill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

joined:Jan 25, 2005
votes: 94

Once again I was faced with a problem I where I needed quick resolution and I turned to support channels on Twitter opposed to the old phone or email support system.

I find using the phone support systems of most companies excruciatingly painful and often you can be online 15 minutes or more to get to the right people. Email support is often worse as the defacto answer is to initially kick back your request with a "Did you try our knowledge base?" response. Then there are those annoying "Click to chat" things on their websites where you wait forever while one support person is probably typing in 100 chat windows at the same time.

This time it was Comcast yet again, and to their credit I was in touch with the right people with the right answers for a network connectivity issue in just a couple of seconds.

Other companies have been dabbling in Twitter for tech support but Comcast is one of the few companies that really gets it right, really has the right people manning their Twitter accounts, it's a benchmark for other companies to aspire to IMO.

Sadly, Comcast phone and email support aren't nearly this efficient!

What other companies are using Twitter for support and getting it right?

Are you?

3:57 am on Sept 8, 2009 (gmt 0)

Administrator from JP 

WebmasterWorld Administrator bill is a WebmasterWorld Top Contributor of All Time 10+ Year Member Top Contributors Of The Month

joined:Oct 12, 2000
votes: 86

Good question. I've heard a lot of good things about companies that have taken a serious interest in making a good name for themselves on Twitter. Unfortunately they've never been any companies that I've needed support from.

I do see a lot of people who appear to be fishing for support like this by complaining and hash-tagging the company name in their tweets. How often do you get real support?