Social media are said to be great for customer service purposes. And many companies do have a social media presence to service their customers. I guess you know the names of those that do it successfully on Twitter, for instance.
Last week-end I noticed a tweet from someone asking for help from a well-known software company by tweeting that he needed support and stating why, using the @company.
I asked him – via Twitter – to tell me if the company would answer. Later he tweeted me that they didn’t but that they helped him elsewhere online. Today I read that the company did help him via Twitter. So, kudos to the software company.
However, this small story made me think. I know how frustrating it can be if you have a problem with the software you rely on everyday, and I can be extremely impatient to get help then myself.