CS phone numbers on the way out?

BT Head of Customer Services Warren Buckley told the BBC that 40% of its customer feedback now originates on Twitter.

Linky.

Oh, God, the world is being taken over by Twits....

Apparently so!

"Corporations are very good at promoting themselves, they recognise that everyone needs a Twitter and a Facebook account ..." said Dr Lisa Harris, head of the digital marketing masters programme at the University of Southampton.

Do I?

In reply to a post by RobertoS:

BT Head of Customer Services Warren Buckley told the BBC that 40% of its customer feedback now originates on Twitter.

Linky.

You should have continued...

Clearly we are dealing with customers who aren't happy

In reply to a post by XRaySpeX:

Apparently so!

"Corporations are very good at promoting themselves, they recognise that everyone needs a Twitter and a Facebook account ..." said Dr Lisa Harris, head of the digital marketing masters programme at the University of Southampton.

Do I?

News to me. I don't have a Twitter or Facebook account.

News to me. I don't have a Twitter or Facebook account.

Nor me ..and never will have.

I don't have a Twitter or Facebook account.

Make that three of us.

Make that 3.5 of us!

I could almost make it four - no Twitter but have to confess to facebook but only because something I monitor is promulgated through there. No contact/friend, no likes, no pictures, just one group.

In reply to a post by XRaySpeX:

Make that 3.5 of us!

Confirming your left hand doesn't know what your right hand is doing?

No! � la MHC!

I did realise that after posting - before seeing MHC's post where it's spelled out . If he'd seen yours, he would have made it four .

In reply to a post by TrishaH:

News to me. I don't have a Twitter or Facebook account.

Nor me ..and never will have.

Neither do I, but that could change. Nothing I know of to prevent BT changing their T&Cs to say that, just as you currently have to have a phone line if you want broadband (neglecting FTTP for the moment), you have to have a Facebook or twitter account if you want support

No need! I still have paper, pen, envelope and stamp. That's the only way I have ever got effective support from Orange . They can't legislate against that! They must provide more than 1 means of communication.

In reply to a post by XRaySpeX:

They must provide more than 1 means of communication.

1) Facebook

2) Twitter

I knew you'd say that, but they are effectively the same means, electronic/Internet.

Physical means: Phone, Mail. Fax, eMail ...

EDIT: Anyway, who wants to depend upon some "here-today-gone-tomorrow" commercial concerns for their communications?

Edited by XRaySpeX (Thu 25-Apr-13 23:47:44)

Post deleted by RobertoS

Remind me not to join PN. I always want a paper evidential trail.

Seriously tho', eMails to Orange often result in "phone us", but post does always trigger an exchange of letters. Only disadvantage is that it does take time, but it was the way I got my LLU to WBC transition sorted and I was willing to be patient.

The very thought of the oft sober nature of 'customer support' being associated with words like 'tweet' & 'twitter' makes me cringe.

Customer support, and it's one to one capabilities for fairly rapid help is very important to many people, especially those in business.

I know lots of businesses use Twitter, but it's certainly not the way I'd want to communicate with them.

I found it oddly comical the first time I heard an MP refer to a tweet in the House of Commons.

I have both Facebook and twitter. It comes very handy When you don't want to call India!!

Ahhhhh!

There we have an explanation of the 40% phenomenon!

note it says feedback, its probable BT have a twitter team to read twitter comments (as they out in the open) whilst on the phone BT are more likely to fob you off throw comments in the bin then take serious.

Moving with the times. People used to communicate by letter or phone, but now people communication is via email or other electronic means. Alot more companies seem to have Live Chat facilities now too.

Although Facebook/Twitter do seem to be taking over the world, its only like needing an email address. Without signing up for email you cant send a message or sign up to forums but this is accepted now and nearly everyone has one.

Edited by bobble_bob (Sun 28-Apr-13 19:16:33)