We’ve posted how companies like Dell and Southwest Airlines have used Twitter for customer service by listening to what customers were saying about their products. This article on MediaPost highlights how seven customer service reps at Qwest monitor their Twitter page around the clock to provide answers and support in real-time.
Qwest hopes that their Twitter page will help reps resolve issues on high-speed Internet, billing, pricing, technical support, just to name a few. So far, it was worked well for the company.
Businesses should dive into creating pages like the one Qwest has made, it can help reduce the call-time wait at call centers by simply sending a tweet whenever service outages are known.