Want to complain> about a faulty product or shabby service? Or ask someone how to set up your cable modem? If you can do so in 140-characters or less, then your odds of getting a response are pretty high.
A growing numbers of big-name companies, including Comcast (CMCSA),
From a business perspective, a social media presence provides a cheap and easy way to resolve issues, says Larry Chiagouris, a marketing professor at Pace University in New York City. Since other Twitter users can see both sides of the conversation (and that issues are being resolved), it can also boost the company s reputation online.
But it's the consumer who is getting the better end of the deal, says John Breyault, vice president of public policy, telecommunications and fraud at the National Consumers League, a consumer advocate. Someone monitoring the company s Twitter feed is a little higher up the food chain than a regular customer service representative, he says. Response time is typically swift, too.
A recent tweet to Comcast asking about procedures to add VOiP to business-class Internet service got a response within two minutes. JetBlue tackled a question about its food kiosks at JFK airport in 13 minutes, while Bank of America (BAC)
For more options to try, read our story here
Here s a selection of companies interacting with consumers via Twitter:
|Bank of America||@BofA_Help|
|Blue Cross Blue Shield||
@BCBSIL (Illinois), @BCBSLA (Louisiana), @BCBSMN (Minnesota), |
@BCBSNM (New Mexico), @BCBSOK (Oklahoma) or @BCBSTX (Texas)
|Southwest Airlines||@Southwest Air|