Re:Jack Dorsey says it’s time to rethink the fundamental dyn...
by DEADBEEFC0FFEE on Wednesday April 17, 2019 @03:55AM
(#19680625)
This is flawed thinking. Surely you're not proposing to implement every support channel your users might want to use? People are generally happy to use designated channels, as long as it's discoverable, easy to use and effective.
Re:Jack Dorsey says it’s time to rethink the fundamental dyn...
by pluma on Wednesday April 17, 2019 @05:00AM
(#19680902)
People will call you out on Twitter. You likely have a brand account on Twitter already so you'll already get those mentions. Even if you don't have an account people will create a hashtag.
If you want to control your brand perception you don't want the first result when people look for your brand on Twitter to be people tweeting about how terrible you are.
The reasons to do support on Twitter have less to do with what's tech support needs and more with marketing and controlling your brand perception.
The same reason you do anything - they’ll take their business elsewhere unless you provide service and support in the way they want it.
People don’t like being told to go away and follow some other procedure when they have a problem.
Might as well tell them they should avoid having any problems requiring support while you’re at it - that’ll make it even easier for you.