When thinking about best practices being developed for customer care on Twitter, Comcast, and perhaps Dell, come to mind. These brands have taken a very proactive approach to embracing social media for extending world-class customer service.
As a customer of Comcast, I’ve recently had some issues with my broadband connectivity. I voiced my frustration on a tweet this morning. Within three minutes, @comcastbill asked if he could help. Hum, impressive. I replied, explaining my issues. Immediately, @comcastbill followed me so that we could DM (direct mail) each other.
Eventually, @comcastbill passed me off to @comcastbonnie because he was on the move. Never heard back directly from @comcastbonnie, but when I got home, my internet connection was screaming fast. I don’t know if anyone at Comcast did anything to improve my connectivity, but I do know that I felt Comcast cared enough to listen to me. I ended up with very favorable sentiments toward my cable provider.
As a predominant brand, many people tweet about Comcast. The sentiments lean slightly toward the negative since people tend to voice opinions when frustrated. Yet, Comcast doesn’t get baited into trying to contradict the various opinions. Rather, they ask to help those who may be having issues. By doing so, Comcast is affecting the sentiment in a powerful way.