How NOT to Provide Customer Support on Twitter

In case you didn’t see this earlier, here’s a mind-numbing exchange between Verizon and one of its customers on Twitter:

verizon twitter support

The exchange can be found on Twitter here.

Verizon clearly uses automated responses for customer on Twitter (screenshot below shows they use Attensity Respond 5), but shocking that there’s no human oversight over this.

Twitter Support Attensity

Verizon’s supposed to be one of the ‘grown ups’ in the social marketing space, but rookie mistakes don’t get worse than this.

Has this ever happened to you when speaking with a brand? How would you respond? Click here to read some expert advice on how to avoid social media crises like these!  

Want to see some Tweets that went viral for the right reasons? Here’s 4 of the best. 

Want to make sure you never miss a post from an unhappy customer? Keyhole’s AI alerts you when anyone makes a post with negative sentiment. Give Keyhole a try, for free. 

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