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November 11, 2009 / Adam + Dan

Brands that use Twitter for customer service

Recently we have noticed an increase of brands that use Twitter to improve their customer service. Simply by searching in the trends box, they can see every person who has wrote about their company either in a good or a bad way.

A few weeks ago we were booking a trip to London using the train through the Trainline.com – Normally we have no problems but for some reason it wouldn’t let us buy our tickets! This annoying error resulted in us spending most the night trying to buy them on a variety of different computers and browsers. Our annoyance and slight frustration resulted in posting a rather clever tweet which consisted of “Save 43% on your train tickets, waste 100% of your evening with thetrainline.com”

Not expecting anyone to take any notice, we had a reply within 10minutes from no other than thetrainline.com’s twitter page.

The polite employee replied asking what the trouble was and if they could help in any way. We then explained and they provided a solution after they had looked in to it!

This restored our faith with thetrainline.com and we proceeded with our booking thanks to their advice!

Providing customer service may be the way forward as it gives a more personal response through social network sites. Normally when you complain or ask for assistance you can wait up to 24 hours for a reply and more often than not, you’ll get a standard email reply. Having only 140 characters also stops customers from moaning too much and waffling on which will also speed up the process of customer service.

Although it works at the moment, as twitter grows day by day, you have to wonder if it will become to much for companies to deal with every complaint or question via twitter.

When people come to expect a response and rely on a twitter reply to their query, if they don’t receive one this will only damage the company’s reputation further. So for the moment it works fine, but it will be interesting to see how it develops in the future.

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