Twitter to the Rescue! How I Flexed My Social Media Muscles

Read More: Social Networking

Several months ago Fernando and I decided that we needed a full functional shopping cart - up to that point, we've been using Paypal, but it was time to move on.  Our business has grown too much and our funnel too deep for Paypal to handle (not to mention their handling fees were a bit high for our taste when moving such large volumes.

We wanted full control of our sales process – up-sells, down-sells, cross-sells, continuity product, shipping and handling, fulfillment, etc. 

So off I went looking for a good shopping cart that can do all that jazz. 

At first I remembered Ryan Deiss and Perry Belcher discussing the whole concept of “risk free upsell” and how 1ShoppingCart has a lil’ script that enables that; so I poked around and got some feedback (and they were fine, nothing spectacular but sounds like it'd get the job done). 

But before I made my decision, Justin Christianson contacted me and said, “Dude, why don’t you check out UltraCart, it’s awesome.  It has the whole up-sell process taken care of along with a ton of other features/benefits.

So I checked them out.  And I have to admit, at first I was bewildered at all the options I had… all the menus, the configuration settings, not to mention the close to literally 500 page manual! 

I asked, “Justin, how did you bother going through all this stuff?!

His reply?  “Forget the manual… just use their customer support!

And boy did I!

Their customer support was superb and was extremely helpful (for which I am grateful for).  With their guidance I got our sales funnel figured out and was all ready to rock until…

The Event That Caused Me to Flex My Twitter Muscles

You see, everything was coming along nicely.  I’ve spoken with their super friendly customer service representatives countless number of times on topics like, “How do I get an one-time offer salespage up?”  “How do I add an image?”  “How do I setup shipping?”  And things were rolling, but then I hit a snag.

I went to upload a few videos and they just refuse to show up.  So I called and asked and got they told me it takes time for the videos to process.

Next day, same thing happened and this time they told me to submit a formal help ticket so their tech guys can get on it.

A few days went by and I heard nothing.  I emailed a few more times, called a few more times, and felt like I was given the run around.  Each time I was promised that someone would get back to me but nobody ever did.

Finally, after 2 weeks of this horse-s**t (this was holding up our launch), I said enough was enough.  I grew sick and tired of being mistreated, neglected, and ignored.

So I looked to social media for help.

My first one was innocent enough and looked something like this:


But after becoming more frustrated with the situation and still not getting the response I was expecting (neither on the phone with them nor in email), I poured on the fire:


This Got UltraCart’s Attention - GOOOOO Twitter!

This is where the sexiness happened (thanks to Twitter and kudos to UltraCart for patrolling the webspace for their names).  UltraCart got a whiff of my dissatisfaction and rather than sitting idly by while I stir up a sh*t-storm at their expense, they took action:


At around the same time, I finally got a straight answer from their customer service department (after I probed deeper and practically threatened to cancel service)… so I finally got some closure.

Here’s the Point…

Twitter Can Cause Harm IF You Let It, AND It Can Cause Good… IF You Allow It

Don’t sit idly by when some folks start talking about you/your brand/your company/an issue you care about.  Because sooner or later, it’s going to gather enough momentum, enough folks are going to get whiff of it (and gawd knows how many people will eventually blog about it)… that by then it’ll be too late for you to “take care of it”.  This is assuming that you are not just some crazy full of sh*t. that 1. you are not just some crazy person and 2. you actually have a compelling case

What you have just witnessed is how I was able to leverage the power of social media properly to “call out” UltraCart because I genuinely feel like I was being mistreated.  By the same token, you have also witnessed the ability for a company like UltraCart to quickly, efficiently, and tactfully diffuse a situation before it got out of hand.

All thanks to social media.

Use Tweets to Your Advantage

So how did Ultracart find me so quickly?  Well, I am willing to bet money that they are using a service called TweetBeep, where you basically setup an account and get alerted whenever someone Tweets any of your selected keywords.  In their own words, it’s “like Google Alerts for Twitter!”

So as soon as someone mentions your keyword, you get an email that tells you the Tweet and who Tweeted.  (Alternatively, you can use Twitter's advanced search function).

On another note, you can use TweetBeep for more than just protecting your business.  You can use it to create business and draw more potential clients.  For example, my buddy Fernando Ceballos got his current health insurance plan because he tweeted one day how he’s looking for one.

And guess what?

Someone had setup their TweetBeep to get alerted whenever someone Tweeted about “health insurance” and he got in touch with Fernando and voila!  He got himself a client in Ferny.  Pretty neat huh?

So get creative, what can you use Twitter for?  What can you set your TweetBeep up for?

And lastly…

Don’t ever under-estimate the power of social media.

Raymond Fong

How to Use TweetBeep | Deep Thoughts by Raymond Fong

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About the Author: Raymond Fong

Member Since: 11/15/2007

I'm a Distributor For:: Numis Network

Other Company: Affinity Integration, LLC

Industry: Consulting

Primary Web Site:


To every prophet even

To every prophet even previous disbelievers will believe, last week Mike Dillard, this week you and Fernando:) Whose next? Seriously it's nice to see my very original point about Twitter is becoming mainstream - it's a tool and a fool can use it as a blunt instrument or a social media alchemist can make magic. I now wait for all the post from people who previously said Twitter was useless to say how great it is now it's been endorsed by the Gurus.

Anyway who the heck's that Andrew Peel what does he know? [Any spare instructors jobs going?]

Andrew Peel — Thu, 05/28/2009 - 5:27pm

Twitter the Ultimate Customer Feedback Channel

Great example of how social media can be used as the ultimate customer service feedback channel. I love Twitter because the dialogue can happen so quickly. As a network marketer I have alerts set up for my name and industry so I can respond to discussions/comments as quickly as possible - quite often in real time.

I had a (Social Media) training call yesterday that the log in wasn't working for. Rather than just keep calling and getting frustrated I immediately went to and sought out other team members to find a solution. The organiser had alerts set up on twitter and immediately knew her clients had a problem. Even better we were able to get live updates on how to access the call. What could have been a negative turned into a perfect demonstration of the power of social media and Twitter in particular.

I've you haven't jumped in already - seriously, just get on Twitter! Oh and when you do add me ;-)

Have an Awesome Day

Zoe deLuca
Home Business Mentor

Zoe deLuca — Thu, 05/28/2009 - 7:25pm

I hope it works for me

Excellent topic Ray.

I'm hoping my tweet will get the attention of one particular celebrity IM whose staff was being rather rude to me.

If there's no response, maybe I'll have to raise the stakes in my blog.


Philip Wong — Thu, 05/28/2009 - 8:04pm

Peeps to the Rescue!


Time and time again, I've witnessed (as we call it in the medical field) the Twitter "Rapid Response Team" to the rescue! Who's on the team? Anybody and everybody in the Twitterverse.

No question about it, Twitter is the perfect place to rat out a product or service, ask for opinions or assistance, or even announce the latest breaking news - like the earthquakes we have here in Southern California.

I think the pure fact that it's a micro-blogging platform attributes a great deal to its value.

Would love to have you as a follower and follow you back.

THANKS for turning me on to TweetBeep - sounds like exactly what I've been looking for.

Have a magical and meaningful weekend,

Perinatal Services

Melanie Kissell — Thu, 05/28/2009 - 8:18pm

It's Official ...

Just clicked the "follow" button to follow you at Twitter. Will be great Tweeting with you,


Melanie Kissell — Thu, 05/28/2009 - 8:21pm

Thanks for reminding me about Tweetbeep

Hey Raymond

I've been using the advanced search and found it a bit of a drag in that I only use when I remember.

I was using Tweetbeep but got overloaded with alerts and switched it off. Must admit I was targeting a popular keyword.

Will check them out again.....


Simon Smith — Fri, 05/29/2009 - 12:20am

Social Media Optimizing is more effective than SEO

Twitter has opened a new dimension to drive traffic to XYZ site and its is new trend in generating traffic through Web 2.0.

Online entrepreneur,
My site
I am on Twitter

Prashant Char — Sat, 05/30/2009 - 2:28am

TweetBeep is great

TweetBeep really lets you jump right into an ongoing conversation. Imagine getting an alert as soon a someone just "Tweeted" about a subject of your interest. You are like jumping right into that person's head and engaging that person right away.

How cool is that?

You'll have that person's attention just like that.

P.S. Phil, what's your twitter? How's that going?
P.P.S. Thanks for the comments! :)

Raymond Fong — Mon, 06/01/2009 - 3:12am

Great Idea

Great info. I am going to Tweet Beep my own brand "Kevin Thomas Marketing" and see what the word on the street is. Thanks, KT

KT Marketing (not verified) — Tue, 06/16/2009 - 9:38pm

Hold to the Fire

Great article. I appreciate the tip similar to "Google Alerts". Glad that both parties benefited, and heck, we all did here on BN too!

David Demangos — Wed, 10/07/2009 - 8:09am

Networking and collaboration

Thanks for sharing all this and I hope to hear more updates from you soon, have a great day.

Keep your sense of proportion by regularly, preferably daily, visiting the natural world. I've always regarded nature as the clothing of God.

Steven Natureman — Wed, 10/07/2009 - 8:22am

So Many Possibilities with Twitter

Dear Raymond,

I'm so amazed at the power of Twitter.

At first glance, there seems like so little you can do with 140 characters.

But in reality, by stripping down the features, Twitter becomes even more powerful.

I have only begun to fiddle with Twitter in my own business. I'm still experimenting with reaching out and contacting people with it.

Your story about how Ultracart is using Twitter, and how you managed to get help with it, inspires me to really explore how I can use it in my business.

Thank you,


PS (off topic--sorry) Do you have any advice for starting conversations when you don't have a loyal group of followers?

Julia Rymut — Wed, 10/07/2009 - 8:49pm

Twitter - Direct Channel to Customer Service!

It's great to know that companies are actually monitoring their twitter traffic and being responsive to customer service issues - so many companies these days ignore the customer's legitimate complaints and choose to "kill the messenger" rather than resolve the problems!

Glad to hear yours was a good experience - gives hope to the rest of us who've been having customer service issues.

Sue White — Wed, 10/07/2009 - 11:23pm

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