Is it time to stop using Twitter as a free support platform?

Twitter hacked in 2020

If there’s one thing that the Covid pandemic has highlighted it’s that we’re far from ready for an ‘all online’ approach to running our daily lives. We’ve entered the weirdest phase so far in our juvenile approach to handling sensitive customer data. We’re now positively encouraging people to send personal information via 3rd party public forums, such as Twitter or Facebook. This would be fine if it wasn’t for two things: a) it’s a 3rd party and b) it’s a public forum. Not only is this a terrible approach to customer service but it’s also dangerous and massively short sighted. Is it time to stop using Twitter as a free CRM platform?

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