Special Report: Rapid reply
Trying to use the phone or an email to get a company to help you with a problem can be frustrating.
But if you want a fix fast, you should try getting tweet relief.
"This is a parking ticket I received," Jeff Cutler, who uses Twitter
Freelance writer Jeff Cutler didn't think he deserved the parking ticket he got in Boston so he immediately took his dispute to Twitter and sent out a tweet complaining.
"Why are tickets being given on roads with no signage?" said Cutler.
Jeff attached a video to his tweet to bolster his case.
"There's no signs on these poles," said Cutler.
And in just hours, success. The mayor's office heard about his concern and contacted him telling him they dismissed his ticket.
Jeff says Twitter is now his first step for help. It's quick, simple and you can use it everywhere. Jeff even used it when his car broke down in Philly. He tweeted his New England auto shop.
"And they came back and gave us tweets saying we have warranty shops in the Philadelphia area," said Cutler.
Social media experts say more and more people are turning to Twitter, sending 140 characters to resolve their customer service concerns. And companies are taking notice.
"The fact that the whole world can be listening to your interaction puts a little bit more pressure on the company to do something," said Patrick O'Malley of 617-PATRICK Social Media Expert.
Framingham based Staples has been responding to their customers' tweets for two years now.
"Regardless of if you have 100,000 followers or you have 2, we feel that it's important that we respond," said Kevin Biondi, who works at Staples.
Staples says it works so well because it's so simple.
"You can access it almost anywhere. Pull up Twitter, and type @staples and put out your question," said Biondi.
Carissa Caramanis O'Brien of Maynard has really taken to Twitter.
"I paid a bag fee for a flight where I wasn't able to actually check my bag. Tweeted Delta. They, within minute, replied," said Caramanis O'Brien.
Sure enough, Delta refunded her money.
And when Carissa had trouble setting up her Comcast account, she sent them a tweet.
"Got an instant response," said Caramanis O’Brien.
The cable giant sends about 1000 tweets a day to customers.
"We're giving them real time help. And that is powerful for the customer," said Kip Wetzel, Comcast.
So, the next time you have a question or concern, or a wrong you need to right, consider taking it to Twitter.
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