Using Twitter for Customer Service

Twitter - the phenomenon of sending messages into the cybersphere 140 characters at a time - has been adopted by companies as a tool for improved customer service. Their thinking: intercept customers at the moment of a complaint, and chances increase that a quick response will create a more satisfied customer. Some companies have already jumped on the Twitter bandwagon.

Created by Author

Susan MacDonald

Subject: Cyberculture

Tags:customer service, marketing, tweet, twitter

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Reference

Companies that Use Twitter for Customer Service

Books, Articles and Blog Posts

Twitter Guidelines: How to Do It, What to Avoid

Reference

Wikipedia: Twitter

http://en.wikipedia.org/wiki/Twitter

Customer support community for Twitter

http://getsatisfaction.com/twitter

View topics about products & services from Twitter ... Twitter is committed to open conversation about its products and services. ...

Companies that Use Twitter for Customer Service

Zappos, Jet Blue, Qwest Communications and Comcast are just a few of the companies currently using Twitter as a customer service tool.

Shopping Journal: The Ultimate List of Stores on Twitter

http://www.dirjournal.com/shopping-journal/twitter-customer-service-the-ultimate-list-of-stores-on-twitter/

A continuously updated list of who Twitters and by what name: "So lets see who you can find on Twitter so far (if you know any more companies, please comment, I will be constantly updating this post)."

Frank Eliason (comcastcares) on Twitter

http://twitter.com/comcastcares

Twitter is a free social messaging utility for staying connected in real-time ... Usually about the same, email my team and we can see what we can do to ...

Business Week: Comcast

http://images.businessweek.com/ss/08/09/0908_microblog/2.htm

Business Week: Southwest Airlines

http://images.businessweek.com/ss/08/09/0908_microblog/9.htm

Business Week: Dell

http://images.businessweek.com/ss/08/09/0908_microblog/3.htm

Business Week: GM

http://images.businessweek.com/ss/08/09/0908_microblog/4.htm

Business Week: H&R Block

http://images.businessweek.com/ss/08/09/0908_microblog/5.htm

Business Week: JetBlue

http://images.businessweek.com/ss/08/09/0908_microblog/6.htm

Business Week: Kodak

http://images.businessweek.com/ss/08/09/0908_microblog/7.htm

Business Week: Rubbermaid

http://images.businessweek.com/ss/08/09/0908_microblog/8.htm

Business Week: Whole Foods

http://images.businessweek.com/ss/08/09/0908_microblog/10.htm

Business Week: Zappos

http://images.businessweek.com/ss/08/09/0908_microblog/11.htm

Phoenix Business Journal: Qwest takes to Twitter for Customer Service

http://phoenix.bizjournals.com/phoenix/stories/2009/04/06/daily44.html

Qwest Communications has not only deployed Twitter, it's been able to streamline its customer service staff because of a lessened volume of phone calls to support centers.

SalesForce.com adds Twitter App

http://www.informationweek.com/news/services/saas/showArticle.jhtml?articleID=215901505

Books, Articles and Blog Posts

How to Get Customer Service via Twitter - ReadWriteWeb

http://www.readwriteweb.com/archives/how_to_get_customer_service_via_twitter.php

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 customer service issue.

Customer Service 2.0: Clients become brand managers

http://www.computerworld.com/action/article.do?command=viewArticleBasic&articleId=9090398

... in an effort to gain quick and honest feedback on their products and ... by the company to monitor Twitter and respond to customer concerns posted there. ...

Techno//Marketer - Matt Dickman on Digital Marketing and Social Media ...

http://technomarketer.typepad.com/technomarketer/2008/02/twitter-and-cus.html

In last Friday's post I posited that Twitter, when used correctly, could be the ultimate customer service tool. It's immediacy, portability and sincerity are ...

Marketing Pilgrim: Twitter Aids Customer Service for More Companies

http://www.marketingpilgrim.com/2009/04/twitter-aids-customer-service-for-more-companies.html

Christian Science Monitor: Twitter as a Customer Service Shortcut?

http://features.csmonitor.com/innovation/2009/03/23/twitter-as-customer-service-shortcut/

Search Engine Guide Blog: Using Twitter for Customer Service

http://www.searchengineguide.com/paul-jahn/using-twitter-for-customer-service.php

Blogger Paul Jahn covers the phenomenon of Twitter as a customer service tool.

BlogHer: Is Twitter the Answer to Customer Service Woes?

http://www.blogher.com/twitter-answer-customer-service-woes

Business Week: Businesses That Tweet

http://images.businessweek.com/ss/08/09/0908_microblog/index.htm

Business Week offers an overview of a number of brands that use Twitter as a customer interception and outreach tool.

Online Dating Sites use Twitter for Customer Service

http://onlinedatingpost.com/archives/2009/03/dating-sites-using-twitter-for-customer-service/

PC Magazine: 10 Corporate Twitter Accounts Worth Following

http://www.pcmag.com/article2/0,2817,2341886,00.asp

PC Magazine focuses on 10 brands that Twitter, among them: Palm, JetBlue, Whole Foods, HTC, Dell, H&R Block, Southwest Airlines, Comcast and Starbucks.

WebProNews: Twitter Gaining Steam as Customer Service Tool

http://www.webpronews.com/blogtalk/2009/04/10/twitter-gaining-steam-as-customer-service-platform

"As would be expected, other companies are now jumping on the bandwagon to provide an avenue of service that was for the most part unattainable in the very recent past."

Twitter Guidelines: How to Do It, What to Avoid

Don't just jump into Twitter if you're not sure or can't figure out the rules of the road. Here are some guidelines to help.

Anything Goes Marketing: Twitter and Customer Service Potential

http://anythinggoesmarketing.blogspot.com/2009/01/twitter-and-customer-service-potential.html

"The question that you may be grappling with is this: How should Twitter be used for customer service? The answer: It's not your decision because Twitter is a two-way conversation and your customers will use it to post comments whether you like it or not. Therefore, the decision has been made for you and your company's customer service department needs to determine how Twitter will be used to create the best customer experience possible. If you are not monitoring Twitter and/or you provide poor follow up via Twitter, the results can be catastrophic for your company's brand."

DeskAway.com: How we Use Twitter

http://www.deskaway.com/blog/2009/03/13/how-we-use-twitter-for-customer-service-and-engagement/

The Lost Art of Customer Service: Twitter as a Customer Service Tool

http://www.jondale.com/thelostart/2008/07/twitter-as-a-cu.html

Real Estate Zebra: Five Rules for Using Twitter

http://realestatezebra.com/5-rules-for-using-twitter

Peachpit.com: Seven Rules for Establishing a Corporate Presence on Twitter

http://www.peachpit.com/articles/article.aspx?p=1324987

"These rules by Joel Postman will guide you in building trust with consumers, and that includes assuring them that they are dealing with an authorized company representative."

Chris Dalrymple's Blog: Six Golden Rules for Corproate Twittering

http://chrisdalrymple.com/2009/03/6-golden-rules-for-corporate-twittering.php

"Should corporate accounts have an individuals name? Or just a brand? Is re-tweeting RSS feeds from corporate sites acceptable? (probably not if that's all you're tweeting). So, what are the golden rules..?"

Postcards From my Life: Five Twitter Rules of Engagement

http://blog.calevans.com/2009/02/19/five-twitter-rules-of-engagement/

"Of late Ive watched several companies start to use twitter without a clue or a strategy. Here are my Five Twitter Rules of Engagement that will help companies get the most value out of twitter. (or at the very least keep them from embarrassing themselves.)"