Great customer service in 140 characters or less

Feb 17 2009

I was working at home yesterday. Actually, I was trying to work at home when suddenly my Internet connection dropped. I made a phone call and waited a few minutes but it wasn’t coming back. Me without an Internet connection is sort of like a baseball player stepping into the batters box without a bat — pretty much useless. Frustrated at my luck I grabbed my BlackBerry and do what I always do in times like these: I wrote about it on Twitter.

Then something amazing happened. Just a few minutes later, before I even got a live person on the phone calling into Comcast, I got a reply on Twitter from a Comcast customer service rep. He stayed in touch throughout the mornng and confirmed when service had been restored. Of course by this time I had already moved on to the coffee place around the corner but I really appreciated the attention.

To me, this was a particularly easy way to use social media effectively for business… And proof of why most businesses should really have a presence out there.