Re:A New Way to Tell Your Airline You Hate It
by notahacker on Thursday August 10, 2017 @01:36PM
(#14982093)
Also, the social media person is incentivised to create good PR (or avoid bad PR), not to follow a set of prescriptive rules about how customer service enquiries are handled and escalate to a more senior decision maker only when strictly necessary
(Corollary: they might have less ability to actually solve routine problems because they don't know the relevant protocols. But they'll make you feel important when trying)
Re:A New Way to Tell Your Airline You Hate It
by twhb on Thursday August 10, 2017 @06:06PM
(#14984786)
That doesn't add up. I'm sure these companies scale customer service staff to demand. Seems more plausible that Twitter's public nature means complaints there are measurably more harmful, so the companies intentionally devote more resources per complaint.
That is true, but has less to do with the platform and more to do with how few people are on it, compared to how many dedicated social media person(s) there are responding.
In other words, so few people know how to send a tweet (vs send an email or make a phone call) that you are competing for more attention with less other customers. If your grandma suddenly became more comfortable sending a tweet than making a phone call, that would change.