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But here comes TISSUES to clean up the mess! Mentions are monitored from within the app, and when one is identified as a complaint (automatically so, some day?), it becomes a live ticket in the system. It gets assigned to a support person, who can offer a personal response to let the offended party know that the trouble is being looked into.
The ticket can then be passed around internally as needed, until it is resolved. When it is resolved, the original reporter of the issue gets notified that the issue has been fixed, and can be asked for more feedback. Is the fix satisfactory? Did we handle your complaint well?
This entire system could indeed be a new kind of ticket-tracking app.
OR
It could alternatively extend an existing ticketing app.
OR
To really be the boss, TISSUES could be a connecting API layer, ready to tie together any ticket management/workflow backend to the frontend twitter accounts.
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People love to complain on Twitter. Let brands & apps clean up the mess by tying in ticket-tracking capabilities with backend management.
With the growing social presence of brands and products, more and more opportunities for real conversation are presenting themselves. A missing piece? A real way to do followup with people who lodge a complaint publicly, in their stream, in front of all of their followers (ahem, http://search.twitter.com/search?q=@comcast).But here comes TISSUES to clean up the mess! Mentions are monitored from within the app, and when one is identified as a complaint (automatically so, some day?), it becomes a live ticket in the system. It gets assigned to a support person, who can offer a personal response to let the offended party know that the trouble is being looked into.
The ticket can then be passed around internally as needed, until it is resolved. When it is resolved, the original reporter of the issue gets notified that the issue has been fixed, and can be asked for more feedback. Is the fix satisfactory? Did we handle your complaint well?
This entire system could indeed be a new kind of ticket-tracking app.
OR
It could alternatively extend an existing ticketing app.
OR
To really be the boss, TISSUES could be a connecting API layer, ready to tie together any ticket management/workflow backend to the frontend twitter accounts.
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