A couple of months ago, I blogged on my Battle With Verizon and trying to get DSL back. Today I want to do a follow up post about their response through social media to my recent FIOS install.
Our install was scheduled for last Friday, the first day of what came to be called Snowmageddon in the DC Metro area. I was not expecting our install tech to show up. But he did. On time, and he was in and out quickly.
By the way, if you’re going to be snowed in for a weekend, fast broadband is a very nice thing to have.
I tweeted about Verizon’s commitment to our install, even in bad weather. They responded promptly. Someone really pays attention to their mention stream.
Here was our exchange that day:
Me: @Verizon has my respect today. #snowmageddon and all, but our FIOS tech is here to install!
Verizon: @1to1Discovery That’s great news! Let us kno if u have any ?s after the install ^CP
Me: @VerizonSupport FIOS installed. Working great. The speed is amazing! Netflix has never loaded/buffered so fast.
Verizon: @1to1Discovery Gotta love it! Enjoy the service, and if u ever have any ?s let us know! ^CP
That was pretty cool, I thought. But it didn’t stop there.
Yesterday, they sent me another message
@1to1Discovery Hey Juli – how did the FiOS install go?
Very cool! They remembered and followed up several days later.
We finished the exchange thusly:
Me: @Verizon Install was very smooth. Took only 1 1/2 hours. Thanks for checking!
Verizon: @1to1Discovery Of course! Happy to have you as a FiOS customer.
Excellent use of Twitter to monitor and offer help if I needed it.
I had been very unhappy with the DSL experience. But lots of people had told me FIOS was better, so we decided to give Verizon one more chance. They have redeemed themselves in my eyes.
Anyone else have a good story of a company using social media for customer service? Good or bad, share in the comments.
Tags: communication, Follow up, Relationship building, reputation, social media