Thursday, August 5, 2010

Should all companies that have customer support issues be on Twitter? researched larger companies that are using Twitter for customer service and relationship management. Blogger Valeria Maltoni writes that during the vetting process she looked at three distinct factors:

1. answering customer questions in real time -- in other words, they have the support of the organization to be problem solvers, and not just to point to policies and disclaimers
2. thinking about customers first -- which means, navigating the line between company rules and customer needs with skill. It will come as a shocker to many of you, putting a "customers first" tagline is a tiny step if you don't walk the talk
3. orienting customers on what the account is about -- often you can tell the level of thoughtfulness from the bio alone

The top companies using Twitter include: JetBlue, SouthWestAir, Comcastcares with nine more making the cut. We encourage you to read the post for more information.

But interestingly, Maltoni asks if its even important for customer support to be on Twitter? Can traditional customer support survive with the influx of social media? Maltoni asks if the data and understanding of the customers on Twitter actually help the organizations understand the customers that aren't on Twitter. Do you think that data would stand?

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