Last night I was infuriated by the fact that I was served three consecutive ads on Hulu. I thought to myself, "this is getting to be as bad as regular TV." I tweeted my disapproval, and then followed up by saying I was going to cancel my Hulu Plus account and then write a blog about how much I now hate them. While I did end up canceling my Hulu Plus account, my bitterness toward Hulu was resolved by a few helpful tweets from @Hulu_Support, and thus, this post turns from a hateful rant about how Hulu is selling out (and how worthless Hulu Plus is, as the moment), to how much I appreciate attentive customer support. A courteous reply from a company can completely change a user's opinion
As it turns out, the fact that Hulu ran three consecutive ads during a TV show is apparently a bug, and wasn't supposed to happen. I was informed of this by @Hulu_Support. The interesting thing is how little it takes to make people happy online (at least me). All the Hulu support rep did was admit the mistake and collect some information from me so they could troubleshoot the issue. Who knows if they're actually going to do anything with the information they got from me, but it was nice of them to ask. Also another observation: Hulu Support uses your first name when @replying. I thought this was a nice way to engage users, by responding to people and not just Twitter handles. A nice touch. Great examples of customer support via Twitter: Hulu, Zappos, American Express
Other businesses should take notice of how businesses like Hulu, Zappos, and even American Express handle customer support on Twitter. I recently tweeted about Zappos, without expecting a response. As it turns out, Thomas Knoll, Community Architect at Zappos responded from his personal Twitter account, an account he doesn't typically use for customer support. This likely mindless action that took just a couple seconds on his part reaffirmed my positive opinion about Zappos, an opinion that is not likely to change based on that short encounter.