Twitter and Customer Service - What's Your Story?

Posted by Kevin Stirtz on May 10, 2009

2 comments | 2231 reads

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.

Thanks for Tweeting!

Kevin Stirtz

Kevin Stirtz is a web marketing consultant. He uses SEO, social media and local search strategies and tools to help businesses attract and keep more customers. He is a Certified Inbound Marketing Professional and has written two books about marketing and customer loyalty. Kevin lives in the Twin Cities metro area of Minneapolis and St. Paul, MN.

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2 comments »

Cass Nevada

May 12, 2009

Using twitter--an interesting anecdote

I also Love/Hate twitter and find even when I swear off using it to see what life is like without it, I sneak back in at some point and voila, I'm gone.
Recently I had problems with my Clearwire reception; I wrote a blog about the problem, and a few tweets. Low and behold, it appears several within Clearwire are listening--and listening well.
Out of the blue, a Clearwire tech called me to work through the issues. It was an impressive and brand-making experience, for sure. I still find wind storms impact reception, but by and large, the system works well for me. You can read more about this experience with Twitter and Clearwire at:
http://knowledgecontact.com/blog/archives/160

Kevin Stirtz

May 26, 2009

Twitter certainly helps customer service

Love or hate Twitter - you cannot deny how useful it has become in helping SOME people get better customer service. But that's also part of the problem. if a company ONLY offers good service through Twitter - then they have a problem.

Kevin Stirtz
The Amazing Service Guy
www.amazingserviceguy.com
1-952-212-4681

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