Twitter has stormed the Web 2.0 world and is now advancing on the rest of civilization. Some people love it. Some people hate it. Others (try to) ignore it. But it is here and it’s (most likely) here to stay.
Over at TwitterLoveHate.com I’ve posted a few things I like and dislike about Twitter. One of the things I like most is that it helps people get better customer service. (BTW, would customer service using Twitter be “customer twervice”?) Or to take a larger perspective, it helps customers and organizations communicate better so they can work together more effectively.
For example, a few months ago my wife and I decided to upgrade our Comcast services. The ordeal was not something I would want to relive. But Twitter saved the day because it enabled me to connect with someone at Comcast who was willing and able to help. He got involved and we got the service we expected.
I love the customer service potential of Twitter. So do others. Recently, this article on how to use Twitter for customer service has been very popular, even (dare I say) viral. And many companies are now using Twitter as a customer service channel.
Some notable Twitter customer service converts: Zappos, Comcast, Qwest, Dell, JetBlue, Starbucks, The Travel Channel, Kodak, NASA and Marriott. If you do a search on Twitter for “customer service” you’ll see Twitter’s customer service potential in action. And, Salesforce.com has added legitimacy to Twitter by integrating it with their CRM product.
But I’d like to hear from you. What are YOUR Twitter customer service stories? How have you used Twitter to get better service? I want to hear all kinds of stories – the good, the bad and the horrific.
If you have used Twitter to get better customer service, please share your story here. Or maybe you’ve heard another person’s story that is worth retelling. Please share your Twitter customer service experiences here using this CONTACT form.