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February 18, 2009

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Brent Ozar

There's been a lot of neat stories around the Twitter customer service angle. My favorite was this one:

http://www.horsepigcow.com/2008/12/10/whuffie-in-action-the-ups-story/

The sad part is that it won't scale well. In times of real problems, Twitter isn't an efficient way to handle large numbers of messages. @ComcastCares found this out when they had outages in Houston: their Twitter page was just a constant stream of, "@yourname please email us at comcastcares@comcast.com and we'll handle it." Over and over, that's all, because they couldn't handle the volume. Pretty funny and sad at the same time.

Glad you're liking it though! It's fun for right now, in the early days, before it really catches on and turns into a public equivalent of a Level 1 support line, hahaha.

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