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Application: Simple Twitter App for Customer Service
January 7, 2010 | Neal | No commentPeople in the Customer Service arena are no doubt aware of the now-famous Comcast/Michael Arrington story as well as Best Buy’s use of Twitter as a customer service tool (Twelpforce) but all either of these examples do is make people aware that Twitter CAN be used as a customer service tool. The next question likely on everyone’s mind is “how can I try Twitter for customer service without spending a ton of money so I can see if it is right for me?”
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Here’s an interesting answer for you. Followbase is a free tool that is easy to configure that might be just the thing to allow you to pilot Twitter as a part of your Customer Service arsenal. Doing a pilot that costs you nothing more than some configuration and staff time will give you a sense of what engaging in this way means in terms of:
- Preparation and training
- Staff time
- Volume of activity; and
- Potential upside with your customers
It would be great if I could tell you the answers to all of the above in a simple blog post but as with so many things in life, the answer is that “it depends” – it depends on the business you are in, the number and type of customers you have, and the propensity of those customers to be able to say something meaningful about their experience with you in 140 characters. In the case of a high-speed internet user, it’s easy to say “My internet access has been down for 2 hours and I live in San Jose, CA.” In the case of someone integrating home theater components or having a tax question, it may be difficult to describe an issue in enough detail to trigger responses from any of the right people.
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Regardless, since the service is free it is probably worth putting a Followbase pilot on your roadmap of experimental activities in 2010.
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Cheers – Neal
Tags: Application, Customer Service, Digital, Followbase, Free, Review, twitter
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