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How NOT to Provide Customer Support on Twitter

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

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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. 

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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?


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