Customer tweet, how can I help you?

What is the first thing you do whenever you have something to complain about? Thats right, you post on Twitter. Comcast, a cable service provider in the US discovered that people had started complaining about a service being down hours before anyone actually cared to phone them and tell them about it. Well – we’re geeks, we don’t phone, either we Skype or we Tweet. Taking this into consideration they then started to use Twitter as an extra feature for their customer support; meaning you then have direct access to their support crew. Interresting thought, and why not – give people a service where they are, and they are bound to use it as it’s the easiest way for them. I guess we’ll soon see tons of other similar attempts; personally I believe it’s a nice way to interract with the customers, and one can wonder why it’s not being embraced by more companies already.

• Read more in the NY Times