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They Don't Feel The Need To Pay Someone To Ignore You
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For a couple of years, companies made a point of having real live humans respond to Twitter complaints and take care of everything. No more for some: Some companies are doing automated scripted responses to complaints. Bank of America got into trouble that way when people's foreclosure complaints kept getting a robotic "Please let us know if you need assistance" response. These companies just don't think it's worth hiring people to handle social media, and they're wrong. When some companies have responded to my Twitter whining, I've been happy and gone out of my way to tell others about the good service -- and they made me a loyal customer. Automated responses? You lost me. (NBC News)
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