Comments on: Twitter Success Story? http://www.educyber.com/blog/twitter-success-story/ Internet Marketing and Technology Blog Fri, 21 May 2010 13:40:44 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Brian DeLaet http://www.educyber.com/blog/twitter-success-story/comment-page-1/#comment-391 Brian DeLaet Thu, 02 Jul 2009 16:43:45 +0000 http://www.educyber.com/blog/?p=181#comment-391 Douglas, I am will continue to be an enthusiastic customer. I loved the immediate support I got through Twitter but it did make me pause. It also made me pause to realize how our customer service works and whether the same thing would happen here. I think it is an excellent example of how Twitter can work well and instructive of how we all need to look at internal processes. Douglas,
I am will continue to be an enthusiastic customer. I loved the immediate support I got through Twitter but it did make me pause. It also made me pause to realize how our customer service works and whether the same thing would happen here. I think it is an excellent example of how Twitter can work well and instructive of how we all need to look at internal processes.

]]> By: HostGator - Douglas http://www.educyber.com/blog/twitter-success-story/comment-page-1/#comment-390 HostGator - Douglas Thu, 02 Jul 2009 05:32:58 +0000 http://www.educyber.com/blog/?p=181#comment-390 Thanks for your post and your honest feedback. First of all, I'm glad that you were able to get the resolution you were hoping for and expecting after reaching out to us on Twitter. I handle a vast, vast majority of the responding from our Twitter account and I'm glad I was able to get your issue forwarded me to someone who could take care of it for you (I regularly forward issues to the administrator you worked with). Next, I'd like to apologize for the fact that you were unable to get the information you were expecting the first time around. We're <i>constantly</i> working on improving the quality of support and customer service we offer, but we just aren't perfect yet (or anywhere near it). We're better than most and we're able to get most things resolved pretty quickly, but some are more complicated. Beyond the branding niceties that come along with having an active presence on Twitter, our Twitter account serves partly to intervene in issues exactly like these. We realize we aren't perfect, which is why we have people readily available to get involved when it's needed. Our CEO still (gladly) works with customers on a daily basis and does so because sometimes our first level of support fails to meet expectations. Once again, I want to apologize for the fact that the level of service you got from us initially fell short of both your expectations and our standards, but I also want to let you know it isn't something we take lightly and that we're working hard on improving. Best, Douglas Customer Service Manager HostGator.com LLC Thanks for your post and your honest feedback.

First of all, I’m glad that you were able to get the resolution you were hoping for and expecting after reaching out to us on Twitter. I handle a vast, vast majority of the responding from our Twitter account and I’m glad I was able to get your issue forwarded me to someone who could take care of it for you (I regularly forward issues to the administrator you worked with).

Next, I’d like to apologize for the fact that you were unable to get the information you were expecting the first time around. We’re constantly working on improving the quality of support and customer service we offer, but we just aren’t perfect yet (or anywhere near it). We’re better than most and we’re able to get most things resolved pretty quickly, but some are more complicated.

Beyond the branding niceties that come along with having an active presence on Twitter, our Twitter account serves partly to intervene in issues exactly like these. We realize we aren’t perfect, which is why we have people readily available to get involved when it’s needed. Our CEO still (gladly) works with customers on a daily basis and does so because sometimes our first level of support fails to meet expectations.

Once again, I want to apologize for the fact that the level of service you got from us initially fell short of both your expectations and our standards, but I also want to let you know it isn’t something we take lightly and that we’re working hard on improving.

Best,

Douglas
Customer Service Manager
HostGator.com LLC

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