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?
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