Comments on: Nielsen Report Shows Twitter Lacks User Retention https://www.corporate-eye.com/main/nielsen-report-shows-twitter-lacks-user-retention/ ...compare, compete, excel Fri, 01 May 2009 02:36:42 +0000 hourly 1 By: Scott https://www.corporate-eye.com/main/nielsen-report-shows-twitter-lacks-user-retention/#comment-2811 Fri, 01 May 2009 02:36:42 +0000 http://www.corporate-eye.com/blog/?p=9561#comment-2811 I don’t think retention would be as much of an issue if Twitter threw some more support resources out there. I know it’s a free service, but you just can’t ignore your user population. Speaking from personal experience, I submitted an online support request (they only way to formally communicate with Twitter) about a user posing as my employer. My status for this request status has been “Awaiting assignment to a help desk operator” for about two months now.

I received an automated e-mail when the request had been open for three weeks stating that they were having support difficulties, but that was it. The ticket is still out there and the user is still tweeting as if he/she were affiliated with my employer. I’d have my legal department get involved, but I wonder if Twitter would be any more responsive to them; I guess a cease & desist order might get their attention.

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