Network Solutions Using Twitter for Customer Service

July 1, 2008 :: cbensen

Network Solutions is joining many companies that are successfully using Twitter to respond to their customer’s needs. People are using services such as Twitter & their blogs to express their frustration & appreciation of services. Customers are pleasantly surprised when they get a quick positive response.

Anthony Bouvier expressed his appreciation for getting help on Twitter on his blog:

What happened after I vented was quite interesting. After figuring out the problem myself, I went to my Twitter page and I had a direct message from @netsolcares, a Network Solutions customer assistance rep on Twitter itself…He used Summize, a search engine for conversations going on at Twitter and found my message within hours of posting and contacted me directly to see if he could help at all.

“Now that is proactive customer support!”

Today we were able to help out another customer. He posted this on Twitter:

Can anyone explain why Network Solutions has been down for over a week and how I’ll ever be able to re-register my domain???

Within a half hour of that being posted Customer Service looked up the customer’s contact info & and called the customer to ensure that the domain is renewed and also resolve his issue. It seems his ISP was blocking his access to our website for some unknown reason.

Our goal is to provide the best customer service as soon as possible to all of our customers including those that are expressing themselves online.

I have joined Shashi as the voice of @NetSolCares on Twitter. We welcome your feedback whether it’s positive or negative.

Let us know if you would like us to tweet service messages?

Share and Enjoy:

Comments are moderated and will appear shortly. See terms.

GerryRosso

I'm so happy we are doing this. It is worth the time and effort to turn customers around.

leigh

I found the Netsols twitter ID and was REALLY excited when I took a look at how proactive Network Solutions was. The tweets were more than "Ok now on twitter what do I do" but directly interacting with customers and addressing their problems. This is a GREAT example how companies need to adapt to the constant changing technologies that their customers use but still keep the core values intact.

Sean Gallagher

broadcasting service updates would probably be useful...
I'd recommend using twitter feed to automatically tie it to your announcement system.

many businesses and people are using their blogs, CMS, etc, as usual and amplifying the broadcast range by re-publishing content as feeds to other subscriber services.

This is exactly what twitter is for.

blog comments powered by Disqus

Network Solutions - Small business conversations and working together for small business success