Now to be sure, the 800 numbers and help desks won't go away, but it is refreshing to see companies adopt new ways to help customers by using new technology, rather than brush it off as a fad. For me, I think this is the way people will embrace Twitter, rather than following your favorite celebrity to see what he or she is up to. Sorry Oprah.
Tuesday, May 19, 2009
What is customer service?
The old adage "the squeaky wheel gets the grease" may be what some companies think about customer service. In an effort to get a feel for customer complaints and respond in a quick and efficient manner, several companies are now dedicating a portion of their customer service to Twitter. Yes, some businesses are assigning a person to watch and respond to Twitter feeds, answer questions, and handle customer complaints. See a list of companies doing this here:
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