Verizon Wireless Customer Service’s Twitter Save

Telecom 1 Minute

For a few minutes, there was a post here on the blog complaining about Verizon Wireless customer service difficulties. Then my Tweet was responded to by Verizon customer service, so I took the post down – I reclassified the post from “posted” to “pending” – while I exchanged private messages on Twitter with Verizon’s customer service account. Very quickly and courteously, my problem was completely and satisfactorily resolved.

So the initial post detailing Verizon Wireless’ failings has been replaced with this post. When in-person customer service makes a mistake and over-the-phone customer services claims an inability to fix it, indeed, monitoring social media and responding quickly is a brand’s last line of defense. Tonight, Verizon Wireless’ last line of defense was up to the task.

Published by Geoff Wilbur

I've spent more than 25 years in the telecom and high tech industries. I currently work as a Research Manager in the Imaging, Printing, and Document Solutions group at IDC. Over the course of my career, I've been a telco cost/economic/financial analyst. I've also been an industry analyst who has written reports covering several telecom market segments, including some key markets when they were in their early stages (such as fiber-to-the-home and competitive carriers). Beyond telecom, my tech industry coverage has included IT markets from comprehensive to detailed – at the detailed end touching upon servers and other hardware, software, and services, IoT segments, datacenters, etc. – plus special projects covering industries including such disparate industries as air conditioning, eCommerce, and population migration and remittances. I leverage this background when writing for telecomandtech.com. I was also a widely published music journalist 1989-2003. I then placed my music journalism gig on hiatus... until Fall 2015 with the launch of Geoff Wilbur's Music Blog.

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