When Twitter works

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.

Check out DirecTV’s exchange with web maven Irina Slutsky. I don’t know if DirecTV knows that Irina has pull in the online world or not, but her complaints were fixed in the exchange.

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.

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