Twitter’s rise as a VIP customer service channel
July 25, 2012 | Online Marketing
For many customers, Twitter is a customer service channel of last resort. When phone, email and other channels fail, a desperate tweet is all that's left so companies able to keep a customer from slipping through the cracks using Twitter have a great opportunity to redeem themselves.
Twitter's rise as a VIP customer service channel makes sense for a variety of reasons. For one, it's an asynchronous channel, so companies aren't burdened by the often-impossible expectation that a live person will be available immediately.
There's also the issue of expectations: for many customers, Twitter is a customer service channel of last resort. When phone, email and other channels fail, a desperate tweet is all that's left so companies able to keep a customer from slipping through the cracks using Twitter have a great opportunity to redeem themselves.
And last but certainly not least is the fact that Twitter is a semi-public customer service channel. Companies that don't respond to customer service-related tweets can wind up looking bad; companies that do can earn a free testimonial in the process.
Get the full story at Econsultancy
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