Qwest Launches Social Media for Customer Service

Qwest began using social media for customer service recently, according to the Phoenix Business Journal. It’s remarkably nimble for a large, bureaucracy-laden, unionized labor force. I mean that as a positive — clearly, this is their social media prototype. They have not rolled social media out to their entire customer service group, but rather have just seven people tweeting.

Visit Qwest at http://socialmedia.qwest.com

Start Social Media Small, and Learn from It

For a large company like Qwest, starting with a small dedicated group with a motto of “Be Smart” will allow them to find what works and what doesn’t.

For example, Read the rest of this entry »

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 Read the rest of this entry »