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Gethuman has been blogging a lot about companies using Twitter to address issues of customer service. Yet We've provided no concrete evidence that Twitter is making customers happy.

Jackie Huba's experience with AT&T proves just how well social media can function in getting questions answered . To quote Jackie "with a few hours of my AT&T tweet, @ATTJohnathon, a customer care rep on Twitter contacted me, asking if he could help. I DM'ed him my account number as he requested and he passed it on to Sam. Turns out Sam is part of the Customer Advocacy Center, where escalated customer complaints are sent...Companies can discover aggravating service problems by using a variety of tools to listen on tweets mentioning their name. A response can be nearly immediate."

AT&T reportedly has 23 different social network accounts to help with customer service. It could argued that AT&T is avoiding traditional channels of communication,sometimes we just want to talk to someone. But as Jackie's experience demonstrates she did talk to someone and Twitter is what prompted that. ]]>

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Today, she addresses a problem a reader writes in about an AT&T rebate. Apparently, AT&T promised a rebate of $150, and only delivered on $50 of it. Several phone calls to customer service did not avail any resolution. According to The Fixer, showing the company spokeswoman Amy Grundman the letter was enough to get the ball rolling and get the problem solved.

While this story is very inspiring, and we praise The Fixer for her good deeds, it also saddens us that companies can be so unresponsive at times. The fact that there is a need for The Fixer in this world shows that we have a long way to go before customers feel that they are being heard.

Read column from The Fixer ]]>

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