@NinaChegg to the rescue: This is how you should use @Twitter to boost customer satisfaction
Last night I had a wonderful customer service experience with textbook-rental company Chegg. I have a brother-in-law that rented a book through Chegg at my recommendation. The time had come to return the book, and he was in a bit of trouble. Not only had he forgotten his username and password to their site, his laptop was broken so he didn't have access to the Internet. Unable to log in, he was also unable to request the pre-paid return label that is part of the rental fee.
In the tradition of Star Wars, I was "...[his] only hope." The Obi-Wan Kenobi to his Princess Leia.
It was 8:30 PM on Cinco de Mayo eve. The email help desk for Chegg had closed for the day. The Live Chat help was also closed for the day. After browsing the FAQ page on their website, I found the Twitter account of their "Chegg.com Student Advocate," @NinaChegg. I sent her a tweet and within a few minutes, she had replied. We went back and forth for a while and within an hour, she had tracked down my brother-in-law's account and emailed a return label to him and me.
This is why I've loved Chegg from the start. I've written about them a few times on my blog, including when I was quoted for a story in the New York Times, when they involved me in an April Fool's prank, and when they sent me an unexpected Chegg Stimulus Package.
This experience was refreshing. It was totally unexpected, and yet it was exactly how things should be.
Note: This post is in response to a call to action from Paul Carr in his TechCrunch article entitled The Scandal of Toothless Social Media Representatives Ends ... Now, wherein he blasts the Luxor Hotel and their half-baked attempt to engage him on Twitter after he complained about their crappy wifi.

