Screen shot 2011-04-21 at 11.22.42 AMHootsuite has been down all day. It’s an important tool for my business and we all had to scramble to make up for their failure. Sure, things happen. Nobody is perfect.

You need to communicate

Hootsuite didn’t. They left all their customers hanging. They posted updates on @hootsuite_help but these updates were useless. They covered their butt. They did the minimum. Nothing else. People run businesses based on their platform, people need to get answers. And they acted like a company in denial. Hootsuite wasted a huge opportunity. They could have shown the world how Customer Service 2.0 is done. Instead, they showed the world they can’t even figure out the basics of Customer Service 1.0.