Twitter…I’m not impressed with you!
It’s not because the enterprise version of you has launched a bunch of new features which would be really great on your service nor is it that you’ve increased the usage of url shorteners…its not even that you’ve gone mainstream meaning internet marketers are filling spamming my @replies
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… Although credit where credit is due, those accounts are no longer showing in my @replies.
I’m mainly not impressed with Twitter because, they don’t seem to care about the most important people…their users. For instance when Twitter allowed support tickets into their customer service area…yes, that same customer service area which co-founder Biz Stone said “does an amazing job” on the Twitter blog I was hoping for a quick resolution. I never got a reply.
Furthermore I have a DM bug on my account which has gone worse over a period of time. When I initially contacted @ev @jack and @biz via Twitter itself to inform them of the DM bug…the problem never got resolved in fact it has worsened from a 1 DM bug when I contacted them to a 5 DM bug.
Proof of my inbox/sentbox being empty (I read/reply/delete as I go):
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Moreover, I am not the only one who isn’t impressed with Twitter’s customer service or lack of as problems have been reported by many bloggers and your users including Allen Stern and Orli Yakeul. It’s not even like Twitter lack a customer service department as you haven’t only mentioned that you have employees dedicated to it, companies such as Zappos and Dell have praised you for your customer support… which leads to the conclusion that Twitter only cares about their “celebrity” users (the ones who they’re going to make money off in the short-term rather then in the long-term).
Whilst Twitter isn’t the only company who aren’t providing a great customer service experience to all users it is vital everyone realises that people are likely to tell as many people as possible about a bad customer service experience than a good customer service experience, and eventually if you fail to provide a good customer service experience for lots of users it will impact negatively upon your business.
In truth, immediately i didn’t understand the essence. But after re-reading all at once became clear.
This post was so insightful. I subscribed to your RSS reader looking forward to more posts
Agreed. They only seem to look after the celebs
Thry only care about the celebs because they want to be ‘mainstream’ and get 1billion users first. I think Facebook will get their first as Twitter keep making bad decisions and not acquiring useful companies to help them get their quicker
Twitter tools…
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[...] may highlight I’ve gone on record saying that Twitter has problems and you’re right I have but I’m not going to sit here and pretend they don’t [...]