Twitter is just a platform that is great sharing content and discussing trending topics, but perhaps it is many handy usage is actually for customer care and issue maneuvering. Numerous brands have even their very own client help Twitter records, staffed by a group that responds to questions and issues.
To streamline the consumer solution procedure, numerous companies create an auto-responder to acknowledge @mentions on Twitter and guarantee the client that their grievance will be managed. But this is certainly dangerous territory, because auto-responders can cause some embarrassing fails – none way more than the financial institution of AmericaвЂ™s Twitter fiasco through the Occupy movement.
After A occupy activist had been chased away from the Bank of America building by authorities in New York, he chose to tweet the photo and mention @bankofamerica within his 140 characters.
Just like many @mentions, the lender had been fast to reply.
Nevertheless, the answer ended up being an auto-responder with a generic вЂњThank you for contacting us. Just how can we help?вЂќ message.
Now, if you’re wanting to order a bank that is new or enhance your card restrictions, an auto-reponder with this particular message may be appropriate. But, maybe not when you’re being chased away by the authorities!
Regrettably for the bank, the specific situation escalated as individuals picked through to the faux pas and continued to tweet @bankofamerica. The auto-responders simply continued coming – hereвЂ™s a specially cringe-worthy example: