Using Twitter for Customer Service

We’ve posted a while ago about how Twitter has made ‘customer service proactive rather than reactive.’ This morning I came across this post from Search Engine Guide in which Paul Jahn reminds us that businesses, especially those who have e-commerce sites, should be using Twitter as a customer service tool.

Customer service reps can simply do a quick search on Twitter for their company to see what people are saying about them. The result, reps will find either good feedback or bad feedback. Representatives can go above and beyond by thanking happy customers and help unhappy customers using Twitter as a medium. Tony Hsieh of Zappos, Frank at Comcast, and many others are just a few examples of people who have used Twitter to improve customer service practices within their company.