The digital divide in customer service

Dan Calladine

Infobar's Dan Calladine examines an emerging divide in customer service and complaints. Consumers complaining via social media platforms can be more likely to receive attention because companies fear the bad publicity it brings, compared to those use official channels.

The Digital Divide in Customer Service

Dan CalladineWARC Online

United Break Guitars was one of the most popular videos on YouTube over the past month.  It's a music video made by a relatively unknown musician, Dave Carroll, and he didn't do it to publicise his music.  Instead, the video tells his side of the story of how one of his guitars got damaged in transit on a United Airlines flight, and how the baggage handlers had been spotted earlier throwing luggage around.

Dave Carroll went through several months of trying to get compensation from the airline, but was blocked...

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