From what I’ve learned in this study, I’d say that could be because it’s not something the company wants to do.
Is it a necessary evil, brought about by frustrated customers, or is it companies meeting customers on their level?
When you think about users interacting with companies on Twitter, you probably imagine companies trying their best to calm down users so angry they need to vent their frustrations publicly.
I got the idea for this study when I saw the sheer amount of damage control Outlook have to do on Twitter because of their product, and set out to analyze other software giants and how they do Twitter support.
@Outlook can’t access my emails with important tickets and job interview dates because YOUR systems locked me out and YOUR robots won’t
— Bracken Buchan (@bracken_rob) January 13, 2017
Since Twitter is entirely open to the public and can’t be edited, I thought it was begging for a study on how SaaS companies support their users on Twitter. That’s for a couple of reasons. One, because no one has published data or written a post like this before. And two, because I enjoy writing studies on SaaS companies, like this and this on pricing pages, and this on landing pages.
Here’s my study into the effectiveness and uses of Twitter support at SaaS companies.