Would you buy a flight through Twitter?
— By Tyler Falk on February 13, 2014, 4:08 PM PST
It's reasonable progress, but for most things social media, many of a companies primary customer touchpoints are broken and really need resolved first for customers....
- telephone and once you get out of the queue to speak to someone in a shed in India who is barely competant in conversational English, you find they have no delegated authority and need to refer to a supervisor
- or being unable to converse with companies/organisations by e-mail or when you do speak to someone, their support/CRM systems are so crappy, you have to relay the whole issue once again, complicated if it is one of the aforementions sheds in India
- or when you fill out a web contact, it takes 2 days to get back to you, with an issue normally not resolved, possibly complicated by another Indian shed
- or for Amazon specifically being able to 'speak' to someone, not a mail robot who fails the Turing test for the first 2 or 3 attempts, though they may be another shed in India.