How to Tweet Your Way to Good Customer Service (opens in new tab)

This is exactly what our startup does - facilitate the customer service process.

It's amazing how many people have started to use Twitter as their primary source of communication with the companies they do business with. Twitter enforces complaints to be succinct and to the point and since it's asynchronous, you can get on with your day, rather than being on hold with elevator music playing.

And like the author states, it's such an easy win for the company, even if the reply back is "Give me a call at XXX-XXX-XXXX and I'll help out" or "Send me an email at XXX@example.com".

Customer service over Twitter is an obvious plus. Though I don't think it's possible to achieve anything (At least, anything that involves private/account information, without following/DM-ing), it certainly looks good on the company. When complaining about a problem, even if the response is just "Hi, please send an email to [address]", it shows they are prepared to communicate with their customers.

I like the idea of using hashtags to amplify one's grievances with a company on twitter. Is there a good way to research appropriate ones, I wonder?

Here at Klout, we're seeing a lot of companies respond to mentioners based on their Klout score.