We had a BIG launch this weekend. Okay, it was supposed to be Friday but after some technical bumps the Win7 beta became available for customers Saturday morning Seattle time. You can download it here. My social media team was monitoring and engaging all weekend. They were using TweetDeck, I use Monitter.  Most of the conversation was focused on people trying to download the beta. Twitter helped us escalate a few issues very early. We found out within about 15 minutes of the launch that there was a bug with Firefox. Customers could only download if they were using Internet Explorer. We were able to escalate this issue much quicker because it was brought to our attention right away through Twitter.

Saturday and Sunday the conversation on Twitter was coming through at an average of 1 post per 5 seconds. This morning we are seeing rates of posts 1 every 2 seconds. The volume is amazing. But what’s proving to be most valuable to us right now is the real time feedback this is providing. We are able to escalate issues almost instantly has they get posted on Twitter. For example, a few customer have had problems with the feedback channel. They have posted screenshots of errors they are receiving. I’m escalating those error messages to our product team to investigate. We are defintely staying on top of customer issues and taking feedback real time. There is no other mechanism besides Twitter that allows us to get such instant customer feedback.

Thanks Twitter!