Find customers’ problems and solve ‘em!

Poor customer service irritates me, as you might have noticed in a recent post! However, great customer service gets me excited and I tell everyone about it!

Recently, a proactive customer service experience converted me to DIIGO’s product and also revved up my enthusiasm for Twitter.

Basically, a few days ago I Twittered my annoyance about something on the DIIGO website.  Within about 3 minutes I got an @ reply from DIIGO to see if there was anything that I needed help with!  They must have used Twitter Search or one of these types of tools to alert them to my cursing. I was pretty impressed and have told many people since!

I recently set up a Twitter account for Tobii Eye Trackers ~ @TobiiEyeTracker ~ and have had some similar customer service experiences of my own.

Here’s one example of what I did to help Tobii’s customer service:

In Tweetdeck(TD) I set up the terms I was interested in like ‘tobii’ and ‘eye tracking’.  TD then automatically updates a single column for each word with new tweets that contain that word.  Here’s my Tobii search:

1. You can see that leebd915 was a bit frustrated with his machine

2. So I followed him and then @ replied politely and suggested a fix. Then…

3. My suggestion solved his problem (as he told me above) and he followed my Tobii twitter profile back a day later!

You will notice that I have to use the Twhirl app for managing TobiiEyeTracker tweets. On TD you can’t have two profiles live at once ]my other is @jamesbreeze]; but TD it has great functionality!

I did a bit of research and found this Twitter Customer Service stuff has been around for a little while. ReadWriteWed discussed customer service with Twitter last year.  The RWW post linked to Brands that Tweet by BusinessWeek that showcases corporate tweeters like of Comcast, Dell, GM, JetBlue and Kodak. Obviously, I’m onto something here!!

What really fascinates me about Twitter is that you can tap into everyday conversations that would normally go unheard.  Twitter can be a great tool for social interaction or just a great place to have a whinge or get something off your chest. For this reason it provides a fantastic opportunity for companies to research the chatter online and hopefully do something useful with the newly found knowledge.  

When a company puts their front foot forward and provides me with unsolicited customer service I certainly notice! Thanks DIIGO!