> Maybe it's an american-centric view, or maybe it's my small european mind that cannot comprehend why would someone publicly tweet something to a company instead of sending an email to ask a question.
German here. Raising a stink on social media is the only thing that helps even for large national companies (cough telco providers cough).
The reason is simple, the callcenters are either absolute doofuses barely capable of following a script or they're artificially restricted by the script. People with access to the corp social media account are more carefully vetted to have brains (because you don't want them to like some pr0n on the official account by accident) and social media criticism always has the potential to go viral, so the agents have a lot of leeway to deal with enraged customers.
I actually think it is just the public nature of it all. If there's a bunch of twitter posts on your page complaining about the product being crap that you're ignoring that already says something. Whereas if you resolve them in public you've turned bad PR into good PR. But bad customer service when they call in is just a rumor.
You mean the cartel ruining (running) the telecommunication services? And then running ads on the radio gaslighting potential customers about how "cheap" they are? Yeah..
Fun fact, it's often cheaper to use a foreign European data plan in Germany than to get a local contract. (Of course your mileage my vary. Some providers forbid it.)
German here. Raising a stink on social media is the only thing that helps even for large national companies (cough telco providers cough).
The reason is simple, the callcenters are either absolute doofuses barely capable of following a script or they're artificially restricted by the script. People with access to the corp social media account are more carefully vetted to have brains (because you don't want them to like some pr0n on the official account by accident) and social media criticism always has the potential to go viral, so the agents have a lot of leeway to deal with enraged customers.