I like sometimes like to give Twitter and companies that use it a hard time. But when twitter isn’t being used a water cooler to talk about TV programs as they are happening (or spoiler for tape-delayed events) or as a happy face for a company that has no idea how to use it, Twitter can be the shortcut between bureaucratic red-tape and the customer.
You’ll have to follow the final tweet to get to see the exchange. But the gist is, Irina needs a new remote and she can’t get one easily. She tweets about it, DirecTV answers, they exchange some details and at the end:
@irinaslutsky New remote has been ordered and should be arriving in the next few days.
See, DirecTV isn’t scared of its customers, it addresses the problems head-on and shows the corporate world how Twitter should be used. And her almost 6,000 followers get to read this:
WOW! rt @DIRECTV New remote has been ordered and should be arriving in the next few days.