A “Social” Experiment

This weekend I was trying to resolve an issue with an accidental purchase one of my relatives made on ViaGoGo. We realised the mistake the same day as the purchase, and I set about trying to get a refund.

Being the somewhat impatient person I can be with matters like this, and knowing that different channels of communication often result in different outcomes, I decided to send ViaGoGo an email and a direct message on Twitter at the same time.

A few hours later I got a response via both email and twitter (strangely enough, they replied by email first). The email I recieved was a pretty bad copy/paste job that started with “Dear mrs , ” Yes, lowercase Mrs. Yes, without my last name. The email told me that tickets were unrefundable and that they considered the case closed.

Meanwhile, on Twitter, I recieved a well written response and the offer of a full refund — which was then processed the same day.

The cynic in me thinks that perhaps companies are more likely to work with you when they know you have a public platform to complain about them on. But perhaps this isn’t the case, perhaps the different responses is just a function of speaking to different people in different roles (Community Manager vs Customer Support) or just people in different moods on that day.

Either way, I always seem to have recieved better customer service when I use a Social Network.

Danny

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