Posts tagged “problem resolution”

Squeaky Tweets Get Grease

This article relates how a Comcast VP started using Twitter to track down and resolve customer problems, after a lot of bad news began appearing on blogs and websites.

But in portraying this as a big success, with social media mavericks working inside the enterprise to really solve customer problems, the article is missing the larger point: these companies (in this case Comcast, but substitute anyone else you like) are so bloated, bureaucratic, inefficient or corporate that the regular system can’t work. This is the problem resolution system that is available to the greatest majority of the customers, those who don’t know what Twitter is, who don’t start anti-Comcast blogs, those vast majority of customers who have either surrendered entirely or who only have access to the resources the company offers them: a toll free number to call. If Comcast (or equivalent) can’t solve problems that come in that way, they shouldn’t be lauded when customers are driven to the brink and complain in other channels that Comcast isn’t really and truly supporting.

While it’s great that there are motivated and creative folks at Comcast that are pushing the envelope of how to reach and support customers, it smacks of elitism to be applauding this thin veneer of problem resolution when what it reveals is the rotting timbers of the support infrastructure.


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