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.
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.
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 firstname.lastname@example.org .
Is this becoming the ‘best practice’ for using Twitter for Customer Service?