Comcast and Twitter
<Cross Posted from The Bivings Report>
Over the weekend, two of the users I follow on Twitter, David All and Techcrunch (Michael Arrington), had separate problems with Comcast and vented about them via their Twitter accounts. Comcast apparently monitors Twitter and proactively reached out to both of them.
Here is the relevant tweet from Techrunch:
And here is the tweet from David:
An article in the Consumerist confirms that other users have received responses after complaining via Twitter. In a follow up article about his problems, Michael Arrington offers advice to folks with a Comcast service problem: “Skip the hold time on their customer service line and go on the attack at Twitter instead. You may find your problem fixed in a hurry.”
Three thoughts on this:
(1) I think it is great that Comcast is listening to people on Twitter and reacting proactively to fix problems. Based on a quick search, there appear to be plenty of problems to that need addressing. More companies should monitor and participate in Twitter in a meaningful way (we are working on doing Twitter tracking through our ImpactWatch service). It should be incorporated into the customer service loop.
(2) As a consumer, I’m bothered by the precedent of the squeaky wheels on Twitter getting preferential treatment over people who go through normal channels.
(3) Not speaking specifically about Comcast, I think the focus some companies place on social media is more about PR/crisis management than a true commitment to customer service and dialogue. Performing triage on complaints that come in through Twitter may keep the customer revolt at bay for a short time, but when that levee eventually breaks, it isn’t going to be pretty.
April 7th, 2008 at 5:00 pm
Thanks for the post! I agree it should not be about PR, but an overall Customer improvement effort. The web is another channels individuals may choose. But others who select more traditional paths should have the same level of service. We are working on improving the Customer Service provided to our Customers, this is just one small piece.
Thank you!
Frank Eliason
Comcast
April 8th, 2008 at 10:12 am
Well, Todd. To be sure, I still haven’t heard a response from Comcast and it’s been over 24 hours since I submitted my problem through their tweeted web form to the SVP.
It’s possible this was simply a good PR effort by Comcast (as relevant by the comment above), instead of a real effort to respond to consumers. Although they responded to an A-lister like Michael Arrington on the spot, I’m still waiting out in the cold without any assistance.
Do they really care?
April 8th, 2008 at 11:31 am
That lends credence to the theory they are trying to keep a lid on the situation as opposed to solving it.