Want better customer service? Hang up and Tweet
Updated On: Oct 28 2013 08:21:15 AM CDT
Tired of waiting on hold to speak to someone? Why not hang up the phone, then hop online and tweet!
A lot of businesses are now on Twitter and chances are, you’ll get a much faster response there than over the phone. Companies like Bright House Network found that many of their customers are on social media. Now, they have six employees who tweet from 9 a.m. to 11 p.m., seven days a week.
“Any time anyone goes on there, whether they spell Bright House right or wrong, we are going to see it and we are going to respond,” said Donald Forbes, Senior Director of Corporate Communications at Bright House Network.
Forbes said customers can expect a response on Twitter in roughly five minutes. Jetblue Airlines also uses the social media site, and has a dedicated team watching for tweets 24/7.
“When they tweet us we respond and we try to respond really quickly,” Jetblue Manager Laurie Meacham said. “Our goal is to respond to every tweet that deserves a response within 15 minutes.”
Employees can help out more customers online than on the phone, according to Meacham.
“We can be a little quicker responding,” she said. “With Twitter you can have multiple conversations at once, where on the phone you can only speak to one person at a time.”