I’m sure you’ve heard of twitter and how a lot of people love it (including yours truly). If you haven’t joined the conversation, you need to today. You wouldn’t believe the great comments floating back and forth about twitter as a customer service tool, the transformation of service and how the lines between PR, marketing and sales are blurring.
ReadWriteWeb had a great post covering the various aspects twitter:
There has been a lot of talk lately of companies monitoring social media, be it Twitter, blogs, or social networking sites, for mentions of their company name and responding to customer service issues. Some of this interaction has been in the Twitter community, with Comcast being one of the more active participants as of late. Although in some cases, customers twittered their frustration after failing to receive the support they needed through traditional methods, in many cases, Twitter was the first place the customers vented their frustration, and then were surprised when they received a response from a support rep or company spokesperson.
There are also a number of brands that use twitter, as noted in an earlier blog. Rather than write anything further, go to twitter.com and setup an account. Be sure to follow the general guidance given to all businesses looking to start a conversation: first listen.
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