AllFacebook InsideFacebook InsideMobileApps InsideSocialGames SocialTimes LostRemote TVNewser TVSpy AgencySpy PRNewser MediaJobsDaily UnBeige

Old News Just In – Twitter's Technical Support Stinks

Regular readers may recall an article I wrote earlier this month about the Twitter.co.uk domain, which after many years of belong to someone else appeared to have been acquired by Twitter.

Ahead of publishing this piece I reached out to Steve Crawford, the previous owner of Twitter.co.uk, and Twitter themselves for clarification. I emailed various contacts at Twitter, Twitter’s PR team, and Twitter support.

Crawford was courteous enough to come back almost straight away.
Twitter never responded at all. Until now.

(click to enlarge)

Three weeks. Three weeks to respond to a request for help – and then they send an automated response.

Okay, you could argue that the support team aren’t probably best placed to answer my query, but I was careful to pick the best subject for my enquiry and all somebody had to do was forward it on. Yes, I know they’re probably as far away from inbox zero as you could possibly be – so why not quit doing a lousy job, and just hire more people?

This isn’t an isolated incident – users complain about Twitter’s lousy support network pretty much constantly. Almost two years ago, a poll I conducted revealed that 81% of readers rated Twitter’s support as somewhere between below average and terrible. I’d be amazed if that number has come down at all.

And we wonder why the platform has such a high drop-out rate for newcomers?

Mediabistro Course

Social Media 201

Social Media 201Starting October 13, Social Media 201 picks up where Social Media 101 left off, to provide you with hands-on instruction for gaining likes, followers, retweets, favorites, pins, and engagement. Social media experts will teach you how to make social media marketing work for your bottom line and achieving your business goals. Register now!