I’m becoming increasingly impressed with the degree to which some public and private organisations are using social media to improve customer service.
Case in point: the hydro pole in my elderly neighbour’s back yard had begun to tilt dramatically over the past year or so. So much so that my cable and phone lines were only about 7 feet off the ground. I was waiting for my neighbour to call about it, but when that didn’t happen (honestly, I don’t think he even noticed it or remembered after I chatted with him about it last fall) I figgered I’d give the utility a buzz.
So, I go on their site to find which of the numerous emails and phone numbers I should use, when I noticed they were on Twitter. So, what the hell, I like to see now and then if organisations actually use their SM accounts and don’t just have them to show that they’re hip.
I Tweet the problem late Saturday afternoon and what do ya know, I receive a Tweet back Monday morning asking me to DM (that’s direct message, for those not in “the know”) them with the address. I complied and what do ya know (again), my daughter calls me on Tuesday morning (in a panicky voice cuz the poor girl cannot imagine a house without electricity) to say that a Hydro Ottawa guy came to the door saying that the power will be out for a half hour or so while they fix the pole.
Sent Tweet on Saturday, April 13. Receive Tweet back on Monday, fixed on Tuesday.
Now THAT’S how to use SM to improve customer service…