socialmedian: Customer service done right in Twitter, #wa style

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Customer service done right in Twitter, #wa style

Feb 13, 2009

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Like many people, over the past few months I have become quite the Twitter-wonk. I find myself spending an increasing amount of time monitoring the #wa channel in Twitter, even if my individual contribution has a tendency to ebb and flow. And while I watch the Twits ramble on, one thing I have developed is an appreciation for the work that Ben Gaines is doing on behalf of Omniture.

Who is Ben Gaines? Ben is the guy who monitors all of Twitter for things like “reported 25 hour latency in omniture conversion reporting. good thing we’re not ecommerce” and “really productive omniture call - happiness is helpful reporting tools!!” More importantly, Ben is the guy who is paid by Omniture to take the time to reach out to anyone and everyone who has a problem in an attempt to engage them in a positive conversation.

Yep, Ben Gaines is @OmnitureCare.

Given the challenges that every web analytics vendor faces, combined with the naked conversations happening in Twitter, the fact that the management team at Omniture has dedicated an even-keel like Ben it is a testament to th

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