August | 2008 | Exploit Online Demand

Aug 26 2008

Use Twitter for Customer Service

Category: general,social media — Jon Davis

In our first post about Twitter we looked at how Whole Foods is using Twitter to run promotions. Now we will look at some companies that are using Twitter as another means of customer service. The interesting part is people are finding that often Twitter is the best way to communicate with large companies whose customer service tends to lack at times. Comcast for instance has found Twitter to be a great way to better address their customers concerns and issues. The most famous situation involving customer service and Twitter involves Comcast and TechCrunch blogger Michael Arrington. Frustrated that his service had been out for hours Arrington eventually lost his cool and began angrily Twittering his frustrations. Within 20 minutes of his Twitter activity he was contacted by a Comcast executive and his problem was resolved. It is true that Arrington is an influential person and this could have helped his cause but everyday Comcast is helping plenty of lesser known customers as well. According to Comcast they receive millions of calls a day from customers looking for help. Conversely, the Comcast team of around 10 that manages Twitter and other social networks helps just about 100 customers a day. The Comcast representatives managing the Comcast Twitter account are consequently better able to address the problem as well as give a quick solution.

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Aug 19 2008

Use Twitter to Connect with Customers

Category: social media — Jon Davis

The “micro-blogging” service Twitter has been becoming more and more mainstream since the company’s inception in 2006. Twitter users are now well into the millions and growth shows no sign of slowing down. Twitter is still much more popular on the West Coast but users are spreading rapidly throughout the world. Companies are finding many creative ways to use Twitter to benefit their business. Twitter is proving to be a valuable medium for companies to run promotions, get product feedback, research competitors, manage their brand and even perform personal customer service. In this three post series we will look a little deeper into how exactly your company can leverage Twitter.

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