HostMySite.com

Problem

HostMySite.com had a major outage in it's cloud computing center. All the sites they were hosting went down and they were deluged with hundreds of calls from irate customers wanting to know what was going on, demanding frequent updates on progress.

The large volume of customers involved made it impossible to keep everyone up-to-date on the progress by either phone or e-mail.

Social Media Solution

The customer service department set up a Twitter account just for this emergency, making the communications updates very easy. In addition, their customers' customers could also go to the same Twitter site and be updated in real-time.

Success

The efficiency of Twitter communications kept the anger level to a minimum and the customers felt good because they knew as much as the customers service department in real-time.