Smart Customer Service Lessons: Responding Faster To Complaints About Your Competitors
from the lessons-learned dept
Here's where things got interesting. There was no response at all from Tweetdeck, but within a few minutes, I actually received a reply from Seesmic. There were two things that struck me as quite interesting about the reply:
- I had directed my original comment at Tweetdeck, but it was the competitor Seesmic that was first to reply. Think about that from a competitive standpoint, and how that changes the way competition can work. In the past, if I had a complaint about one company, it would be more difficult for a competitor to swoop in and offer an alternative. But, with Twitter, it's easy.
- The part that's more impressive. Seesmic didn't slam Tweetdeck, or push me to move to its own product. Instead, it pointed out that the real problem might not have been with Tweetdeck, but with Twitter. In other words, it defended its competitor, and did a better job explaining the problem to me than Tweetdeck itself did.