Content Marketing Specialist
Twitter Tries to Humanize Customer Service Interactions
The last few weeks have been an adventure in customer services interactions for me: my dog ate the remote to my bedroom fan, the battery of a wireless hard drive exploded while sitting at my desk, and crazy people are interfering with my life. All of these problems led me to Customer Service in an attempt to resolve the issue at hand.
I don’t like to talk on the phone if I don’t have to. I’d rather sit at my desk and chat with a customer service rep online while I eat my dinner and watch whatever random thing Hulu has started auto-playing. Half of my customer service interactions had to be conducted over the phone, and while it isn’t relevant to this topic, they went so much better than I was anticipating. (Shout out to two awesome companies I probably shouldn’t name drop but who will forever have my business for both going above and beyond to make my life a little less stressful!) For the other two, I took to Twitter.
Long story short, sometimes it’s painfully obvious you’re talking to a bot: one Twitter account could not understand what was wrong with my wireless hard drive, even after sending them a picture of the expanded battery. But other times, you’re not so sure. And while I’d rather not have to make a phone call, sometimes it can be a little uneasy knowing if your situation is really getting resolved or not when you get strange, generic responses.
I’m happy to see Twitter embracing the fact that it’s a great platform for Customer Service for brands. I hope this change makes people feel a little less uneasy while resolving issues.
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