Everyone’s instinct seems to be to get customer service interactions off of Twitter and into email, which doesn’t make sense to me because if you can resolve it in a positive fashion then all evidence of the interaction is private.

It also forces customers to change the medium they chose to contact you in, submitting a web form (especially one you have not optimised for the mobile web) probably isn’t that convenient if they opted for twitter in the first place.


Full credit to Travelodge — while I still stand by the points above in general, their customer services have been truly excellent and deserve recognition