AdviceCentre™ Article

Using Twitter to get better customer service

Plebble's guide to which big companies are on Twitter and how useful their Twitter services are for customers.

There are now a small, but increasing, number of big brands who are using Twitter to communicate with customers. Some are just using it to put out information about news, special offers etc... . However, the best are also actively using it to find unhappy customers and then tweeting them to help resolve their problems (eg. @AsdaServiceTeam, @EasyjetCare, @BTCare, @CPWCares, @TalkTalkTips, @PlusNet). So,if you are having a problem with a company, don't just go down the traditional customer complaints route by telephone, email or post – try tweeting the company and you might get a quicker response.

We have put together a list of who we've found on Twitter with some information on how they are using it – ie. can you use Twitter to get your problem sorted? Of course, even if the company isn't on Twitter or is but isn't using it for customer service, it can still be worth tweeting and rating on sites like Plebble – it keeps companies aware of where they are going wrong and may encourage them to act. If the company has a Twitter presence, don't forget to put the @ address in your tweet so they are guaranteed to see it.

1. Retailers

@Argos_Online: using to publish company information - not yet using to reply to customer problems.

@hmv_service: using to publish company information. Will reply to general queries but if you have a specific problem, will direct you to the usual customer service phone service.

2. Supermarkets

@Asda: using to publish company information - using @AsdaServiceTeam to resolve customer service issues.

@AsdaServiceTeam: the Twitter address for Asda customer service - tweet this address if you are having a problem with Asda or want to give them feedback and they should reply.

@OcadoUK: mainly using to publish company information. They do reply to tweets about general queries and feedback. However, if you have a specific problem, they will only direct you to the usual customer service.

@Sainsburys: a newcomer to Twitter, currently using to publish information and to talk to customers about general queries and feedback. Not currently using to provide specific customer service.

3. Airlines

@EasyjetCare: using to talk to customers about feedback and to provide specific customer service. Tweet this address if you have a question or an issue which needs resolving with Easyjet.

@British_Airways: using to publish company information and to talk to customers about general queries and feedback. Not currently using to provide specific customer service.

4. Mobile, Internet & Telcos

@BTCare: using to provide specific customer service – tweet this address if you have a question or issue which needs resolving with BT

@TalkTalkTips: using to publish information, talk to customers about feedback and to provide specific customer service – tweet this address if you have a question or issue which needs resolving with TalkTalk

@CPWCares: using to provide specific customer service – tweet this address if you have a question or issue which needs resolving with Carphone Warehouse.

@O2: using to publish information and to talk to customers about feedback, general queries and customer service problems. Run by the press team at O2 so cannot resolve issues you have directly but should get the right people to call you.

@virginmedia: using to talk to customers about feedback, general queries and customer service problems but if you have a specific problem, they will generally direct you to the usual technical support or customer service.

@plusnet: using to publish information and to provide specific customer service – tweet this address if you have a question or issue which needs resolving with Plusnet.

5. Banks

@first_direct: using to publish information and talk to customers about feedback and general queries – not yet using to provide specific customer service.

Quick view table:

For more companies on Twitter, take a look at the Twitter list created by Carphone Warehouse's social media guru, @guyatcarphone. If you know of a big brand on Twitter, which we've missed, please let us know (advice@plebble.com, @plebble_advice).

Rate these businesses/organisations:

• Twitter.com (5.00)
• Department Stores on Plebble.com
• Online CD, DVD, Game Sellers on Plebble.com
• Supermarkets on Plebble.com
• Internet Service Providers (ISPs) on Plebble.com
• Mobile Phones on Plebble.com
• Banks & Other Financial Institutions on Plebble.com

Posted by Plebble Admin at 12:20 on 06-Nov-2009