One of the more powerful corporate uses of Twitter, perhaps its best corporate use, is to identify where customer support is needed.
I posted a blog entry Another angry Cablevision customer on March 21. My blog posts are automatically tweeted, i.e., posted to my Twitter account.
The next morning I had a new follower on Twitter who direct messaged me asking if my issue had been resolved. He continued to follow me and send me messages as Cablevision worked on resolving the situation. He is a Cablevision employee. Comcast has a similar customer service program using Twitter.
I suspect that Cablevision has a search engine constantly monitoring the Twitter feed stream for keywords, such as Cablevision, Optimum, Optonline, Optimum Voice, etc. They probably have an employee or two who are responsible for reading those tweets and taking appropriate action where deemed necessary.
After Cablevision demonstrated an unusual desire to fix the issues they created, unusual for a multi-billion dollar American corporation, I posted Cablevision redeems itself.
Since then, I had some issues testing Optimum WiFi (a free service available to their customers in much of their cable territory) in downtown Westport, CT and along the Post Road in Westport. Their tech support and dogged follow-up on the issues has been a surprisingly positive experience. I do not know if this is because my account has been flagged to provide this level of support because I blog and I am a tech journalist or it is what Cablevision does today. Either way, I’m liking it.
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