Is This What Customer Service Will Look Like in the Future?

Over the past month, my Internet connection has been flaky.  Jokingly, I took that frustration to Twitter yesterday and what resulted was actually quite amazing.  My story in pictures…

My post on Twitter at 11:40A…

image

…within one minute, @ComcastBill responded to provide assistance…

image

…a few communications later, he diagnosed my issue…

image

…resulting in schedule a tech to my house the next day in a 2-hr window.

image

If you are not on social media platforms such as Facebook and Twitter– listening and engaging with customers– you are missing a great opportunity to build a solid client relationship.

Thanks @ComcastBill!

July 2nd, 2009

4 Comments Add your own

  • 1. CloudAve&hellip  |  July 2nd, 2009 at 6:48 am

    The Social Media Customer Care Machinery

  • 2. Sonny  |  July 8th, 2009 at 8:28 am

    Jason,

    Good post. very timely. Came across this NYTimes article right after reading.

    http://www.nytimes.com/2009/07/05/travel/05prac.html?_r=1&8dpc

    Cheers-

  • 3. lucentabella  |  July 16th, 2009 at 10:25 pm

    I posted a blog post (via my phone and on a group blog) about our internet being down. Within an hour a CSR posted a comment about how to contact customer service via phone and the web! I was impressed!

  • 4. Karen Cayamanda  |  February 28th, 2010 at 4:50 am

    That’s good news! Social bookmarking sites are really a great help to all of us. Imagine, he responded through twitter within one minute.

Leave a Comment

Required

Required, hidden

Some HTML allowed:
<a href="" title=""> <abbr title=""> <acronym title=""> <b> <blockquote cite=""> <code> <em> <i> <strike> <strong>

Trackback this post  |  Subscribe to the comments via RSS Feed