antbs: I'm impressed. Would be cool to see a more interactive twitter account though.

freitasm:

antbs: I'm impressed. Would be cool to see a more interactive twitter account though.

What do you expect on Twitter? To have problems solved?Twitter is very bad for customer services. There's no tracking. No accountability. It's one person.

Not everyone uses Twitter. People will call them (and other operators) on the phone. That's where they have to put their efforts.

Forgive me for being blunt, but sometimes I see tweets and think "What a bunch of self-important people demanding attention all the time, trying to cut the queue. Go use the phone and get in the queue!".

This is what it looks like to some people. I read a tweet once from someone saying "If Telecom is not providing help desk on Twitter why are you here then?"

Obviously Twitter is not for help desk only. They may occasionaly help, but that's it. It's not their job to be help desk.

People have to get over it. Twitter doesn't mean preferential, faster service over the masses. I see it as a good way to measure where things are going wrong, and fix that. But not for individual actions.

Get in the queue I say.

antbs: Look at Orcon's example though, the friendly approach and willingness to help sets them apart from the other crowds in my personal opinion. Even if it is just refering you to the helpdesk or giving you updates on new features and stability of the service.