Xbox 360 Support: Relies on Twitter for outage

When new games gets released it is inevitable that support teams become overwhelmed, Microsoft’s Xbox team is no strangers to this and has come under intense pressure from Xbox 360 users. The support team knows that they need to keep the service running smooth in order to keep users happy – so has been using Twitter.

Casey Hibbard from Social Media Examiner wonders why a company with a fortune as vast as Microsoft’s would want to spend time watching tweets come in? Hibbard explains that the answer was simple, they can watch the tweets come in about a possible outage and then take action before things get out of hand.

This means that the Xbox support team could solve an issue even before most users know that one happened. Twitter has become very valuable to Microsoft and has saved them money by reducing support costs.