I spent a lazy Sunday morning skimming some of the twitter handles I follow. Two tweets really caught my attention.
@VodafoneUK had replied to recognise a customer who had thanked the team for their help and support.
@Orange had sent out a tweet to get feedback from followers as to the type of information the account might send out to be more appealing.
I tweeted @VodafoneUK to say well done making a happy customer and pretty much straight away I get a nice reply back thanking me for noticing. The tweet also gave me a link to a survey where I could leave some formal feedback (if I wanted). The tone was very light a friendly – very social. Since I am a sucker for a survey I clicked the link and was presented with a short, nicely presented survey. The best part was that I was doing this all on my Blackberry. The survey from @VodafoneUK looked and worked perfectly on my Smartphone. I tweeted @VodafoneUK back to say well done on making their survey work so well on my phone. Again I got a reply straight back with words to the effect of… Well that’s the business we are in so it would be silly otherwise.
Yes. I guess it would be pretty silly.
So that brings me on to part 2 of the story. Having seen the invitation to share my opinions with @Orange I clicked their link. Sadly this time my survey experience was completely different. This survey could not be done on a Smartphone. Well yes it could but I would need to zoom in, scroll, zoom out, scroll etc for each question and quite frankly I don’t have the patience for that. I tweeted @Orange to say well done for asking for feedback but that I was disappointed that the survey was not optimised for my mobile phone. To help @Orange understand I then sent them a screen shot of what their survey looked like on my Blackberry. The response I got back was not very helpful. @Orange simply referred me to another of their Twitter accounts for help completing the survey. That response clearly missed the point.
So if @VodafoneUK can design a great mobile survey and tweet back to me in a very social, personable way why was it so difficult for @Orange to do the same?
That got me thinking. I then tweeted the following message “How do you survey for feedback from people who have contacted you for help?” to three other UK Mobile phone twitter support accounts: @O2, @OrangeHelpers and @TMobileUKhelp.
The same day I got a response from @Orangehelpers but it did not answer my question so that was disappointing. The following day I got a good response from @O2 explaining what they did. Ten days on and I have not had a response from @TMobileUKhelp.
Talking to a customer service team via Twitter is clearly a choice that customers can make. Judging by the volume of tweets and the number of followers lots of customers are indeed making this choice. But judging by my crude (unscientific) test @VodafoneUK seem to be rising to the challenge more successfully than others.
Well done @VodafoneUK.
You can tell my Sunday mornings really fly by. Perhaps I need to get out more…