When you start a new academic year, things get extremely hectic. All the more if you are moving back into a new library! So times like that you NEED good support from your local ISP Call Centre.
Late January saw me attempting to make the switch from ADSL to cable. After hours and hours of frustrating times on the phone, I finally vented my frustration on Twitter!
Twitter to the rescue! I am amazed at what I have been part of – the convergence of microblogging with service support from Bigpond!
I was encouraged by twitter colleague @mrsc2902 to follow @bigpondteam. But even before I did, I had a reply to my agonised tweets from the bigpondteam.
I have never had such amazing and responsive service, as I had in the days that followed. You try changing account details, or doing anything productive via a call centre. Even just navigating all those menus choices are a nightmare – then when you get connected – well that’s a whole new story! My story turned out to be the best experience I have ever had.
Suffice to say I have at least 18 DM in my collection – all rapid fire support for my problems.
Right, lets push this further – I fired off a few other queries last night about the actual plan I was on (yes, you guessed it, I wasn’t given any really useful advice). Hmm, no response by lunchtime – slower than before. After another tweet for help, I was asked to provide a phone number and they actually called me direct to chat and answer and solve the remaining issues I had.
As I tweeted many times – awesome!
What is more amazing is this convergence of microblogging being used by an Australian company to monitor twitter chatter about their services, and their willingness to provide support at speeds way faster than anything I have ever encountered before. The two quotes below sums it up beautifully. The best service possible!
Cynical friend’s comment – ‘ah well, there are not that many people on twitter yet – so they will have plenty of time to help’. Maybe! What intrigued me was that it was happening at all.
Next post I promise will be more pedagogical – but for me getting my online access ramped up ready for this acadmic year was important 🙂
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judyoconnell.com 
Fabulous example and use of Twitter. I intend to see if any of our vendors are using Twitter.
Thanks for the tip.
Hiram
What’s even more interesting Hiram, is that it isn’t promoted – other than via Twitter!
twitter is really starting to catch on, i’m surprised businesses would use it like that