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Companies Turning to Twitter to Answer Customer Inquiries

We've already heard of instances where customers turn to Twitter to air their grievances about a particular company. Now Hyatt and Best Buy are trying to make it that much easier for their customers to contact them with questions or concerns thanks to their new Twitter services: Twelpforce and HyattConcierge.

With Twelpforce, Best Buy is hoping that its hundreds of employees will handle tech-related issues and customer service questions. And so far, so good, by the looks of it. Questions seem to be getting answered in a prompt fashion.

As for Hyatt, @HyattConcierge is for anyone who has questions about trip details, staying at a Hyatt in general, or any other issues that may arise during your stay at one of the company's hotels.

Overall, I think it's a great idea that companies are doing this — it certainly saves you from calling a 1-800 number and being passed from one customer service rep to another!

Join The Conversation
TidalWave TidalWave 8 years
dikke kus: Here's how I feel about using those mediums to contact customer service: Live Chat: I need to go to the company website, find the live chat link (it's not always easy to find) and spend however long of my own time at once trying to communicate with the outsourced customer representative. Email: I need to go to the company website and find whatever email address is the correct one and hope that I get a response. Twitter: Something very important to note about twitter is that it is public. With the chat and email, it is you privately complaining to the company. With Twitter, you are making a public complaint about a company. This can really hurt a company! It also gives them more incentive to publicly address your issue, so everyone can see that they do care about their customers! Also, it takes about 1 minute to make a tweet and you don't need to know the company's twitter information or anything. Just say the company name and they'll find your complaint, trust me. Also, you don't have to devote a chunk of time to communicating with them. Just tweet at your leisure.
dikke-kus dikke-kus 8 years
What's the difference between twitter or an email or live chat?
SB-Marilyn SB-Marilyn 8 years
This is the whole reason I'm on Twitter. I share Mac info and answer questions. Obviously you can't solve all the worlds problems in 140 characters but I can give info to help them solve a problem or send them in the direction of getting more professional Mac help. I love this trend!
TidalWave TidalWave 8 years
I think it's a great idea! However, there are a few store twitter accounts that are solely there for the purpose of positive attention and refuses to address any of my complaints/questions about them. So that is frustrating. But if they actually use the twitter account to be, well, useful, then I'm all for it!
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