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Using Twitter for great customer support

Pondered by Nat 5 months ago

Firstly, I apologise to Xero for my angry behavior on Twitter, I already told you that I treat it like a messanger between friends and was over-exaggerating my anger for effect. I also have a tendency to get angry whenever I do accounting anyway (case in point, when I mentioned accounting this morning, Ben scarpered). So I didn’t really mean to question Xero, I think it’s largely awesome.

Secondly, how cool is it that you guys use Twitter to track what people are saying about you in real-time so when someone like me runs into massive super duper problems that kinda ruins their day, you call them out of the blue and apologise. AWESOME (even if I now feel horrible for writing angry Tweets)

If you have a company, track what people are saying about you on Twitter, from experience, I can guarantee it turns frantic customers into relaxed ones. Especially if you have a web company because a slow web application is a nightmare to deal with and it’s best you know ASAP that people are getting frustrated.


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3 Responses to “Using Twitter for great customer support”

  1. Ivan Porto Carrero Says:
    March 3rd, 2008 at 5:37 pm

    Hi

    I’ve been reading your blog for a while now. And last week I started following you on twitter (my name there is casualjim).

    I used to work for Xero and picked up freelancing again just recently. I saw what you said on twitter and passed it on in case you were wondering how they found out.

    I really enjoy your blog :) Keep up the good work

    Ivan

  2. Nat Says:
    March 4th, 2008 at 9:23 am

    Hey Ivan,

    Ha ha I did a little check around people I knew to see how Xero could possibly have seen my rants, the general opinion was that they we’re following the word ‘xero’… Which is a cool idea… But it’s super cool that you saw the messages and passed it on.

    Thanks! I was starting to fume and then managed to actually get a lot done.

  3. Rebecca Says:
    March 6th, 2008 at 11:48 am

    A while back I tweeted that linkedin’s photo resizing thing was kinda horrible… next day I had a message via the contact form on my website, from one of their dev team to say they were working on it and good to get the feedback!

    I’ve never checked, but it must be pretty easy to set up a twitter feed for your company name & pick up people’s comments that way?

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