@passiveegg wrote:
Yes for sure I understand that, but the fact is, I noticed that they were replying alot faster from Twitter than they were in the community posts. I know that the moderators are doing the best they can, but they should make teams for every type of channel.
Consider what you are really asking though. PM endeavours to assist customers on a first come, first serve basis, and that should apply across all platforms, in order to be fair. That is, an earlier timestamped request in the community should have priority over a later timestamp on Facebook or Twitter, if those channels were available. Back when PM had help channels through Twitter and Facebook, if there were customers who got service faster, it tended to be the customers who made the biggest fuss on social media. Why do you suppose that was? It's because the social media platforms were much more publicly visible and it created more pressure for PM to resolve their complaints faster. It was a case of "the squeaky wheel getting the grease." But when that happens, it's not fair to the customers who were patiently waiting in the community message queue. Is that what we want to return to? To make it a contest between customers to see who can scream the loudest? If every request is handled in order as it should be, there should be no reason that Twitter or Facebook help requests be served any faster than those in the community channel. And as long as all requests are handled in order, then they should all be funneled to one channel for efficiency.
