Re:A New Way to Tell Your Airline You Hate It
by bshacklett on Thursday August 10, 2017 @05:54PM
(#14984684)
Thats the fault of the company for not taking advantage an opportunity for improvement. I fail to see how that should be attributed to the medium.
I mean sure, the company could add a second tweet at the end of the interaction:
Support: if you would like us to improve our service for your needs, you are free to send constructive feedback to [email protected].
The reason most companies want the feedback first is because after the customer has received compensation there is little incentive to help the company out. It's viewed as a transaction of feedback for compensation.
But asking the user to be detailed over Twitter is probably futile, given the character limit.
Are there measurements behind this claim? It could be that you are optimizing for customer support experience rather than customer experience.
I mean, with the resources, a Twitter interaction could look like
Customer: your service sucks.
Support: I'm sorry to hear you have that experience. Is there anything we can do to make up for it?
Customer: don't send me a bill for next month and I'll stay as your customer.
Support: Sure thing. Hope you can enjoy the service more in the future.
This type of exchange is bad for the company only in that it does not provide any valuable feedback, but as long as you have other ways of getting that, I bet you the customer will feel content.