Twitter for Support?
Posted on June 28, 2008
4 Comments
Earlier today I was wrestling with trying to use LogMeIn from my Ubuntu install to remotely manage a machine at work. No matter how I went about it, I couldn’t get things working from Firefox 3.
Eventually I whined on Twitter, because that’s how I (sometimes) roll:
Shortly after that I got two big surprises.
First, twitter finally started showing replies again! I know, can you believe it?!?
When I went to check my replies for the last few days, I had an interesting message waiting for me:
Thomas from Mozilla had opened a case over at Get Satisfaction for my little issue.
Now there’s a slick use of twitter. Cool huh?
Granted, it only works as well as Twitter is available and showing replies, but hey, it’s a nice touch. If I was running support I’d probably have some tracking setup for my companies products too.
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4 Responses to “Twitter for Support?”
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Please read the "Comments" section on the Disclaimer page. Don't use SEO terms instead of a name. That drives me nuts.
Oh, and contrary to what you might have read on some SEO forum, this is not a "Do Follow" blog.
I do think that GChOS will be a niche...
Given the woeful state of twitter, it’s broken tracking, it’s broken IM and it’s broken replies I find it easier to discover issues by walking around my neighbourhood with a megaphone.
Twitter is just about useless for this and I’ve been tracking several items for a few months now.
Good points, Mark. And yeah, I sure wouldn’t ever make Twitter my primary support vector!
And frankly, I’d also be sure to use a sep. account if I was. Look at Lloyd from your company, for instance. I briefly followed him until every tweet was him doing “twitter support”. That got tedious fast. Dropped.
The mozilla guys at least spin it off twitter and over to getsatisfaction — I thought that was clever.
If or when Twitter ever do get to spending their money ona service that stays up I’d like to use it more and I have 2 other accounts I could do it through – multiple browsers are a good thing.
I like getsatisfaction – seen that WP support is there? They even have an Akismet support line there. Odd given I know just where it really is. I think the idea behind it is very good but it needs some more pushing it to the fore.
I hadn’t seen the WP stuff over there before. Intriguing…
Following this is a bit daunting though!
http://getsatisfaction.com/wordpress/overheard