November 20, 2017

Helping PR pros make smarter decisions

Twitter and Customer Service

Twitter and Customer Service

It will be interesting to see the results after Twitter hits the ABC Evening News this week, in a story detailing how frustrated consumers are turning to Twitter to find customer service. Focusing on the efforts of Comcast, who has set up @comcastcares as a way to deal with customer concerns on Twitter, the story just might result in a boost of customers flocking to Twitter with their service complaints.

The @comcastcares team notes that there’s more mainstream coverage to come, which brings me to a concern we raised on the Roundtable podcast some weeks back: will all this attention ruin it for the rest of us? That is, will the million people currently calling Comcast with concerns turn to Twitter, and will it then become too overwhelmed to help out?

Right now it’s quite a neat little concept, with people getting help on a daily basis–will they be able to keep up with the Tweeting demand? Will Twitter be able to keep up if there’s an influx of new members?

I guess we’ll find out!

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