X-Box Support’s Twitter Account Hits One Million Tweets

by Mack Collier

microsoft, xbox, x-box, twitter

They’ve already been named Most Responsive Brand on Twitter by Guiness World Records, now it looks like X-Box has become the first major brand to crack the 1,000,000 tweets milestone.

The 18-person team churns out an average of just over 1,000 tweets per day.  And I thought my hitting 60,000 tweets after 5 years on Twitter was a big deal!

How X-Box is using Twitter is a wonderful example of the potential of the tool as a channel to deliver near real-time customer service.  Customers having an issue with their X-Box know that all it takes is a tweet to @XBoxSupport, and an answer is coming.  Usually within seconds.

There is a serious limitation to this approach though, and it’s a limitation of Twitter really.  But I’d be curious to know if Microsoft has given any thought to a way to possibly catalog the questions and answers exchanged via the X-Box account?  No doubt the team is constantly answering certain questions repeatedly, but I’m not sure how you could get around that issue.  This issue is easily solved by another tool like a user forum, but that requires customers to come to your site, whereas X-Box is using the same tool its customers are already on: Twitter.  Not sure there’s an answer to this problem, but would save both the company and its customers a lot of time if there was one.

BTW even with sending out hundreds of tweets a day, the team still has time for a sense of humor, it seems…

xbox, twitter, microsoft, support

Michelle Kostya March 18, 2012 at 7:28 pm

One of the biggest challenges with Social Customer Service is how to continue to offer fantastic 1:1 support as the base of customers asking questions…but the nature of the channel offers a great opportunity to help 1:many. When I worked with the @BlackBerryHelp team we used that opportunity to reply publicly to someone asking a frequently asked question, and we adjusted our tips and proactive tweets based on shifts in questions we were receiving. In addition we constantly replied sending our customers to help resources such as our blog, videos, knowledge base and forums. This time next time they know where they might find the answer they are looking for without asking.

Mack Collier March 18, 2012 at 10:30 pm

Hi Michelle! I can see a lot of duplicated time spent answering questions. I like your idea of pointing people to forums, etc. I actually read something today about how Best Buy is doing that with Twelpforce tweets.

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