I’ve been using Twitter now for about a year. In the past several months it seems to me that Twitter has hit a tipping point, possibly the night of President Obama’s speech two weeks ago when several of the representatives and senators (or their staff) were sending tweets from the floor of the House. That seemed to give Twitter additional visibility.
Of course you get to a certain point and people start to make fun of you. Doonesbury has been running a series of strips on it, John Stewart’s The Daily Show satirized it,
and today columnist Leonard Pitts went on a rant about why he wouldn’t use it.
I have a great deal of respect for Mr. Pitts, but he reminds me of some of my co-workers who, in the early 90’s, told me they didn’t have time for e-mails. But they eventually gave up their business letters and memos and came over to the dark side.
What’s this got to do with customer service? Well, many companies monitor Twitter to find out what customers are saying about them. A few, like Comcast and Dell, follow up immediately. They most likely do it by using Twitter Search to key in their company names.
You can also reach out to others and pose questions. Earlier this week I published a tweet asking for advice about setting up a quality assurance program for our CRM department. I received a reply from someone with a lot more knowledge than me and later he sent me a lengthy e-mail with good advice in it.
If you’re new to Twitter and would like to learn more, here are some links that might help you get started.
Return Customer: How To Use Twitter For Customer Service
Copyblogger: How To Use Twitter To Grow Your Business
Of course, you can follow me at http://twitter.com/txglennross