New Found Love Of Twitter And My Mobile Carrier

I’ve been a user of Twitter for over 12 months now (I think) in that time I’ve found it useful though not something I cannot live with out.

Sure, it’s a great source of news, it helps me keep up-to-date with search industry trends plus I get a good insight into what my piers think on certain topics.

Apart from this I’ve failed to get a massive amount of value out of twitter, that is up until now!

In the past couple of weeks I upgraded my mobile contract and in the same breath received a bill for my mobile phone, which was nothing less than MASSIVE! In my fluster to login and see what was happening with the account I forgot my password thus I was soon locked from the system. This meant I was unable to check my online bills and pay them (I was fine with the later).

I called the billing and the support department and they were of NO help what so ever, it was similar to calling a PC support department “have you restarted your computer” that kind of stuff.

After a couple of days with no help what so ever I resorted to social media, firstly my personal Facebook account status update “Matt is not happy with his phone bill” to which I received responses from friends and family. Thanks for the help guys though not what I was looking for.

At this point the penny dropped, I wonder if a tweet in the carriers direction would help?

So a simple tweet at the carrier and within the space of a couple of hours I had a response and they were looking into the issue. The next day I had a call from the person who responded from my tweet (it even sounded like this person was in the same country as me). The social media team member then helped me resolve all my issues and sent me on my way, a very happy camper.

So, what does this mean?

1. Twitter IS a valuable support tool
2. Twitter gives the customer access deep within a company
3. Twitter is a highly cost effective CRM tool