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Twitter as a customer service tool
Published by Helen | Filed under New Media
I knew you could subscribe to an RSS feed of search terms in Twitter, but today I saw it put to particularly good use. I was on a website and saw that Mixx had been added to the list of share options, and having a mixx account that I hadn’t been using much yet, I decided to give it a try.
But I landed on a page that was painfully counterintuitive. It didn’t tell me to log in. It didn’t ask me what I wanted to do with this story I was trying to save. As near as I can figure, I was on some kind of interim page that was telling me something was down. But.. since I was at work and busy as hell, I left the page and the newstory, forgotten, taking five seconds to post a “way to fail” anti-kudo on Twitter.
Next thing I knew, Mixx had added me on Twitter. This led me to joke that perhaps I could invoke Johnny Depp and get the same response. Sadly, this wasn’t the case, but the good folks at Mixx patiently sidestepped the joke and asked what hiccup I had run across. I wasn’t able to reproduce the problem largely because whatever story had added the Mixx link had scrolled off my radar, and I don’t have 30 minutes to comb through my voluminous daily web history (esp. with the smokestacks of papers I’ve been consolidating on my dining room table).
However, I was very impressed: within a few minutes of making a complaint about a technology, the technology folks approached me with “Hey, I see you had trouble with our platform. What can we do to make it better?”
OMG if VW had done this with me when my Jetta was made of fail, I might not be driving a Toyota today!
Props to Mixx!!!!! I should note that whatever wasn’t working before must be now, because their top story is the very one I was researching when I ran across the error.
April 18th, 2008 at 3:17 pm
[...] some cases) folks who are having problems. For instance, Helen Mosher, who blogs at The Mosher Pit, had trouble with a company called Mixx, and wrote a short tweet about it to vent her frustration. What happened [...]
April 28th, 2008 at 10:27 pm
Can’t wait to meet you in the morning.