I just recently tweeted, “ARGH, Parature!” Parature is a nice customer service package we use for managing trouble tickets in Wharton Computing. It serves us well. When I made the tweet, it was about the sheer volume of tickets we currently have, not the product itself.
Fifteen minutes after tweeting, my mobile phone rang. It was Parature asking if everything was okay. He explained he saw my tweet, and tracked down my mobile number from a resume he found online. He did apologize for the “big brotherish” aspect of the call, and was happy when I explained that I was merely commenting on the sheer volume of tickets.
He asked if there was anything he could help with, and I said that other than applying the hotfix to PC-SAS for all of our customers, not much!
Creepy, or great customer service? I’m leaning towards great customer service. Either way, back to working the ticket queue!