I like most bloggers/journalists/etc. will often post a story when companies do something wrong. But here’s an example of when companies do something right. If you look at the Telus Support Twitter feed, you’ll see something unique. Every time the person manning the Twitter account changes, you get a Tweet that looks like this:
The net result is that the Twitter account which could be nameless and impersonal now has a name attached to it. That gives me the consumer the warm and fuzzies as I prefer dealing with people who have names attached to them. It can also take a difficult situation (as nobody contacts a support group to say “hey, your product is working great and you guys are doing a great job”) and makes it easier to handle for all concerned as you’re less likely to tee off on someone with a name. I don’t recall seeing this from any other company who uses Twitter to support customers. So I have to give Telus two thumbs up for this and I hope other companies who use Twitter in this manner are paying attention. It may be a little thing, but it’s a little thing that makes a big difference when it comes to customer service.
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This entry was posted on July 15, 2013 at 11:27 am and is filed under Commentary with tags Telus. You can follow any responses to this entry through the RSS 2.0 feed.
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@TELUSsupport : Doing Support Via Twitter With A Personal Touch
I like most bloggers/journalists/etc. will often post a story when companies do something wrong. But here’s an example of when companies do something right. If you look at the Telus Support Twitter feed, you’ll see something unique. Every time the person manning the Twitter account changes, you get a Tweet that looks like this:
The net result is that the Twitter account which could be nameless and impersonal now has a name attached to it. That gives me the consumer the warm and fuzzies as I prefer dealing with people who have names attached to them. It can also take a difficult situation (as nobody contacts a support group to say “hey, your product is working great and you guys are doing a great job”) and makes it easier to handle for all concerned as you’re less likely to tee off on someone with a name. I don’t recall seeing this from any other company who uses Twitter to support customers. So I have to give Telus two thumbs up for this and I hope other companies who use Twitter in this manner are paying attention. It may be a little thing, but it’s a little thing that makes a big difference when it comes to customer service.
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This entry was posted on July 15, 2013 at 11:27 am and is filed under Commentary with tags Telus. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.