I had some issues getting mail from Comcast today, after they were hacked.  However, I did not notice the problem until almost 14 hours after Gmail stopped fetching mail from their mail.comcast.net server.  I began twittering one of their customer service gurus, @comcastcares.  I figured that since it was almost 5pm, I wouldn’t hear anything until the morning.

Much to my surprise, about 30 minutes later, I started hearing back from @comcastcares.  The problem was indeed fixed, it was just google’s servers that needed to be updated.  Whoever is on twitter helping customers does a great job.  Communication is one of the best things that a company needs to be successful.  By talking to your customers and letting them know that the problem is being fixed, or having someone to go to when things go wrong is a great idea.

Using Twitter to do this, is an even better idea.  It is popular, and an easy way to get a hold of people.  I wonder if any other companies will start doing this via Twitter.

Justin Capasso

 http://PublicRadar.com

 http://DailyGreatDeals.com