I thought I would highlight this article here as it is a fascinating look on the use or lack of use on social media for customer service inquiries. It examines how many organisations still don’t understand how useful twitter is for reporting customer problems let alone researching new products or projects which could help them with long term stability in this ever changing economic environment.
Many organisation are getting there with their levels of customer service via twitter, as I know from my own experience this morning with https://twitter.com/SPEnergyNetwork who I’d complained to about a power outage. They even rang me back relaying the issues surrounding the problem, leaving me with a fuller understanding of the problem plus the solutions that are being sought. I walked away satisfied. Which is encouraging especially when you consider that approximately 70% of customer service complaints made on Twitter go unanswered.
Give the article a read http://knowledge.wharton.upenn.edu/article/ignored-side-social-media-customer-service/