Zappos is a company that Twitters to enhance their customer services

When our Web 2.0 Fear Specialist blogged about the Who, What and Why of Twitter, she talked about how companies are using Twitter to grow their business and connect with customers. In addition to all the “Tweeple” already promoting their companies on Twitter, some are utilizing this platform to boost their customer service in winning ways.

In her blog post Is Your Brand on Twitter? It Should Be! Carrie Hill brings up a great point: That Twitter can help you serve your customers (answer questions, trouble shoot, etc) faster and more efficiently than ever before!

“Twitter is the new phone company—Very true.  I can get help with my Dell or Zappos customer service questions much faster on Twitter than I ever did looking up a phone number and sitting on hold for awhile.  Not only that—I have something in writing that tells me what to do or how to resolve my problem.  The problem with customer service via telephone is the “he said she said” thing that happens when you escalate your call to the next level.”

However, it is also important to keep in mind that this level of customer service takes time and you will need to evaluate your resources and manpower before utilizing this medium.