9 Comments

  1. Jeff Chandler

    I give them credit for at least trying to give support over Twitter, but it’s a medium filled with frustration just trying to have a normal conversation. How they managed to use it for support for so long is beyond me. Twitter is great for establishing an open and immediate line of communication, but terrible for offering support.

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  2. bj2design

    You could still use it to direct people to the right support channel though?

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    • Sarah Gooding

      I think they mentioned that having the support twitter account made it appear as though they were capable of offering support via twitter, and that was kind of the point. They wanted to remove that expectation.

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  3. David Decker

    The question is why their support channel even started in October of 2014??? It was very clear even then that Twitter is not THE channel to give proper user support. It really surprises me, I remember Woo as a company who rather streamlines support to one channel than to open even more.

    So closing this stream seems fully logical to me.

    I speak from my own experience: user support on Twitter is horrible, I got contacts from time to time but handling over there is difficult.

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  4. Melissa

    It drives me batty that the only way to contact Hootsuite support is through Twitter (they follow up by opening a ticket through email — but still, UGH).

    100% agree, customer support through twitter is not good for anyone — the users or we support folks in the trenches.

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  5. Alec Kinnear

    Handling user support over Twitter was an own goal in the first place. Dealing with frustrated users with limited technical skills out in the open is just not going to be pretty.

    Good use of Twitter for support are status updates for services which might go down temporarily (hosting, online services).

    I think Woo might have been quieter about shutting down the channel but it looks like the person who took over managing support wanted to distance herself from her predecessors publicly.

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  6. HostVance

    This makes sense. Twitter is not the tool for offering tech support. Rather, it is best suited for making announcements or promos. We also struggled with offering support via Twitter and eventually abandoned it.

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  7. Chris Wallace

    Once we found HelpScout, we moved all our support there. We’ve never been a fan of the “forum style” support method. The easiest way for customers to connect with a brand is typically via email, an asynchronous medium that they have access to most of the time. HelpScout gives us all the tools we need to communicate with both customers and internal support staff efficiently. It’s really helped us install a proper support process that works well for everyone involved and we couldn’t be happier with it.

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