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Virtually Speaking

Challenge Tech Companies to Support Users in Real Time

Posted by Jen Snell on Jul 19, 2012 11:15:51 AM


Frustrated and need help with your Facebook or LinkedIn account? You can email, text, fill out a form, post, or tweet, but under no circumstances may you call and expect to talk to someone.

When did innovative companies – including Facebook, LinkedIn, and Twitter – decide that the millions of users who support their billion-dollar industry weren’t worthy of real-time support?

According to this article in The New York Times, these companies say they simply can’t pick up our phone calls. Mari Smith, a social media consultant interviewed for the article, believes that large internet companies might someday return to phones to set themselves apart from competitors.

Given that Twitter handles nearly 400 million messages every day, the real-time old-school call center will probably cost these companies millions of dollars.  But surely, these disruptive companies can figure out an innovative method for supporting us.

The Challenge

It’s time for real-time, humanized support – let’s challenge these innovative companies to figure it out.

After spending a couple of hours searching for contact information, I found what I could and decided we may also have to tweet #SupportYourUsers to light a fire under them.

Send the challenge to the following companies as many times as you want:

  • Google:  
  • Facebook:  
  • Twitter:  
  • LinkedIn:  
  • Foursquare:  
  • Instagram:  
  • Quora:  

Or, if you would rather copy and paste, here’s a drafted email:

I am fed up.

And according to this article in the NY Times, I’m not the only one.

I want to do business with your company, but I’m frustrated by your lack of real-time, humanized support.

As an innovative company, it’s time you figure it out. Your customers are worth it.

It's time to let these companies know we deserve more. Will they accept the challenge?

Topics: Customer service, Business, User Experience