The other day, I had a revelation about Twitter.
I was getting a nearpod presentation ready for my class. The presentation was all set and ready to go from the week before, I just had to publish it. About two hours before my class, I pressed “Publish” and waited… and waited… and waited…
It seemed like something was wrong. After troubleshooting on my own for a bit and ruling out a problem with my computer and connection, I realized I was going to have to reach out for help.
I pressed the dreaded “Contact Us” button on the nearpod homepage and wrote a message to their help desk about my issue. Then, I had a brainstorm. I’d heard of companies who monitor their image on Twitter and thought that I would check to see if nearpod had a presence. It turns out they have a handle @nearpodhelp so I tweeted at them to see if I would get a response. All of the following exchange took place within an hour.
During this time, I was still monitoring students as they finished assessments while at the same time solving the problem that would have derailed my afternoon class. I didn’t have to wait until my 20 minute lunch period right before class to wait on a customer service line. The response was almost instantaneous, and they were able to solve the problem immediately.
I get why companies do this – twitter is public, so their customer service is visible and transparent. It’s a very clear win for them in the arena of public opinion. And, clearly, was a win for me! I probably would have had to scrap my lesson and throw something together last minute if they hadn’t been able to step in and help. Thanks @nearpodhelp and thanks Twitter! I’m a convert.