Gartner Blog Network

Twitter Customer Service Drops Ball

by Robert Desisto  |  December 31, 2012  |  Comments Off

I created a new twitter account for the high school track team I coach. Twitter can be a viable tool to communicate meet results to the media and college coaches for recruiting.  The team has a number of nationally ranked runners, and as expected there was quite of bit of activity the first day the account was created. Twitter in their infinite wisdom decided that there was too much activity and suspended the account. I get this generic email the account was suspended. Since there is no one to call for help, I replied to the email as instructed. In fact, I replied several times. Days go by and no response.  Its obvious Twitter does not have a clue on customer service. I researched and found out that this is not just a one off situation.  Twitter’s lack of service to users does not do well for their image. I guess they think they don’t have to be.

Category: social-media  

Tags: twitter  

Robert P. Desisto
VP Distinguished Analyst
14 years at Gartner
24 years IT industry

Robert Desisto is a Vice President and Distinguished Analyst in Gartner Research. He is responsible for managing the software as a service (SaaS) research agenda. His research focuses primarily on the use of SaaS as a delivery model for applications. Read Full Bio

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