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by pier25
2785 days ago
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You should definitely be on Twitter and Facebook, but a better question is if you should be active on these social networks. Unless you are producing lots of marketing materials (tutorials, new features, blog posts, etc) and/or creating an audience I don't think you should invest resources in being active. A simple light presence should be enough. Lots of people (myself included) prefer to send a tweet to a project/company than sending an email. This has the advantage that it's a public indexable conversation that could, given the circumstances, even become viral. |
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This. I'll tweet-complain at a company but I'm not going to mess with opening up a customer service chat or firing off a customer service email where I may or may not get someone based in the United States and might have to wait several minutes with a chat to get someone or a day or more via email.
If a company has a decent customer service plan, they're usually pretty on top of seeing twitter mentions and will reach out. AT&T, Zappos, McDonalds, State Farm, WEMO, Wendy's, Papa John's, Chevy Customer Care and Bumble are just some of the companies I've had positive exchanges with on Twitter when I've had issues.
Companies I've taken useful information from their posts however is considerably smaller: the Red Dwarf account (how I learned about the most recent season).