Another Example of a company using Twitter for Customer Service:

On April 8, 2009, QWest announced it was going to use Twitter for Customer Service.

It has an online team of customer service reps strictly dedicated to interacting with customers via social media including Twitter.

The Qwest initiative  is called, “Talk to Qwest,” draws upon the talents of seven employees,  from various different departments and roles within the company.

Qwest Webpage

To see what Qwest is up to, visit their new social media portal at socialmedia.qwest.com. You’ll find links to their Twitter account (@TalkToQwest), a Viddler profile with several intro videos from employees and an email address specifically for this team. Qwest has also set up a news feed for Twitter(@QwestNews).

Here’s what I found when I went to visit their Twitter Feed. Remember, they opened in April 2009.

Qwest Twitter

As  the time I wrote this article,  the account was following 2,436 people and had 2.287 followers and had 6100 Tweets.

Looking at the Tweets, we see the common pattern of sympathizing with the customer and taking the issue off line, either through a DM (Direct Message) or through their email system called talktous@qwest.com .

Is this becoming the ‘best practice’ for using Twitter for Customer Service?

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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