Monday, November 18, 2013

Customer Services on Twitter need what?

In a recent rant on Twitter about my mobile phone broadband, I got a response from EE the mobile phone & data network provider. However the response I got wasn't what I expected and this raised a couple of questions in my mind:
  1. Why do I need to contact them directly and provide my full name, in order for a company to investigate what was a technical or process issue?
  2. Surely by looking at my Twitter account they can see what my name is (and a quick look at my profile will validate this)?

I'm sure EE has it's own reasons for this Twitter Customer Services policy. But I did find it slightly strange that EE want that level of contact and can't be bothered to look up basic publicly-facing information on people.

Post a Comment