Brands Buy Twitter Customer Service

by Barry Moltz on November 23, 2009

It used to be that you had to write a letter to a company to complain or praise them. You could also retell that bad or good customer service story only to your friends.

Now, if I have a customer service concern, I post it on Twitter and Facebook. More times than not, my concern is responded to the same day by the company monitoring these sites and they want to know how they can help. This is why I say that customer service is the new marketing.

According to an article in USA Today, companies are agressively integrating Twitter into their customer service strategy:

“More than half of the Fortune 100 companies are using Twitter for customer service, recruiting employees, blasting news and announcing promotions, according to the study by public relations firm Burson-Marsteller and its digital-media unit, Proof. Yet a recent Deloitte survey concludes that organizations continue to struggle to harness social media’s full potential.”

But Twitter is no silver bullet:

“Twitter is like a tragically hip New York night club,” says Bob Warfield, CEO of Helpstream, which provides customer service technology to companies. “It is a cool, easy way for companies to engage customers in social media. But the experience can be loud and crowded.”

I have had good experiences getting in touch with customer service in companies through Twitter. Tell me about yours.

Here is a list from the article on Twitter Handles for Major Brands:

Allstate:     Allstate 

AT&T:     ATTNews

Best Buy:    BestBuyCMO 

Best Buy:    Twelpforce 

British Airways:  BritishAirways 

Comcast:     ComcastCares 

Delta Air Lines:    DeltaAirLines 

DirecTV:     DirecTV 

Ford:     ScottMonty 

GE:     GE_Reports 

General Motors:    GMblogs 

H&R Block:    HRBlock 

Hardees:     Hardees 

Harley-Davidson:    harleydavidson 

Honda :    Alicia_at_Honda 

Jet Blue:    JetBlue 

Marriott Int’l:   MarriottIntl 

New York Times:     NYTimesComm 

Nordstrom:    Nordstrom 

Nortel:     Nortel 

Pizza Hut:    PizzaHut 

Popeyes Chicken:    PopeyesChicken 

Quicken Loans:    quickenloans 

Renault:    Renault_Live

Samsung:    SamsungMobileUS 

Southwest:    SouthwestAir 

Starbucks:    Starbucks 

State Farm:    StateFarm 

Texas Instrum.:    TXInstruments 

The Home Depot:    homedepot 

Toyota:     Toyota 

Tyson Fds.:    TysonFoods 

UPS:     ThomasAtUPS 

Wells Fargo:    Ask_WellsFargo 

Whole Foods:    WholeFoods 

Source: Nielsen

{ 1 comment… read it below or add one }

Barry Moltz November 23, 2009 at 10:15 pm

Thanks Shashi
Network Solutions twitter handle is NetSolCares

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