You have customer service problems. And you don’t even know it. That’s because most of the people who are having an issue with your product aren’t coming through your front door (a.k.a. calling or emailing customer service). They’re announcing their frustration publicly via Twitter, Facebook or even leaving comments on your blog.
At SocialDevCamp in Chicago, I spoke with Robert Collazo and Matt Wilbanks of Rackspace about the challenges and triumphs associated with great customer service. Interestingly, they both say that Twitter is king when it comes to engaging people for help and support.