Successful customer support is quickly switching from a passive, "contact us" approach to "how can we help". From this perspective, the companies that excel in this new era of support will define processes and support teams to actively engage customer support across existing and emerging networks, not just Twitter.
MAVERICK client Intuit considered one of the leaders in "listening" to customer on the Internet and managing user complaints or questions in a matter of hours.
Mark Evans blogs and provid
Mark Evans wrote an interesting blog today suggesting Twitter's ability to field customer complaints in real time is a "killer app" that enables companies to respond and solve problems before they escalate.
By Mark Evans | July 15, 2009
When I'm talking to clients about whether they should use Twitter, one of the most effective pitches is how it can be used to offer better customer service tool. As we've seen from companies such as Dell and Comcast, Twitter can be a great way to deal with problems and complaints, while providing advice, help and suggestions.
As Twitter gains traction as a customer service tool, consumers are realized it is also an effective platform to talk about their unhappiness with a company, product or service.
Not surprisingly, this is forcing many companies to get on the Twitter bandwagon.
Of course, it makes complete sense for consumer-facing companies to be on Twitter, if only to offer better customer service. It's a great way to talk to customers rather than making them write a letter or e-mail, or call customer service.
In many cases, a conversation on Twitter can quickly resolve any problems, turning a potentially bad situation into a happy customer.
For more on Twitter's emergence as a customer service tool, check out today's Toronto Star. As well, Chromatic has a good post about seven situations in which companies used Twitter to "go above and beyond customers and clients using micro-blogging".
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