Use Social Media for Customer Service

Twitter and Customer Service

Sometimes, I gotta write a blog post for the job. So today the focus was on how smart companies are using social media for customer service. I’d met with Martha Brooke from Interaction Metrics in the morning, and she dropped an interesting point: Her company helps businesses get the most out of their customer interactions, and social media is just another venue for those interactions. “Yes,” I thought. “Someone else who gets it.”

Her company has a great experience understanding and planning interactions for multiple customer personas. So why not just provide the customer service folks a few more simple, more trackable technologies? Why not evaluate the quality of customer service interactions usings social media tools?

Update: I posted a case study about Qwest using social media for customer service.