Somewhere along the line during the rise of social networks like Twitter and Facebook, it became conventional wisdom that if you have a customer support problem, complaining about it online might get you faster results than calling a phone number or sending an email.
Companies including Dell, which has a social media bunker, and the cable company Comcast with its “@ComcastCares” Twitter account, became known as early pioneers in good social media customer support.
The story you're reading is premium content from the Austin American-Statesman. Subscribers get total access to all our in-depth news, digital editions and exclusive premium content. You can now also buy a 24-hour digital pass or 7-day digital pass.
For Subscribers: Sign in here if you have already registered your account.Sign In
For Subscribers: Register your account for digital access.Access Digital
Read MyStatesman.com now — 24-hour digital pass99¢ for 24-hours
Read MyStatesman.com all week — 7-day digital pass$3.99 for 7-days
Subscribe to the Statesman for as little as 33¢ per dayView Offers
Find technology news, reviews and more at Omar L. Gallaga’s blog, Digital Savant, at austin360.com/digitalsavant.