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Should customer service have its’ own tweet stream?

Yes.  Customer Service Twitter should be a key initiative you set up right now. A company should be very clear as to the strategy for each tweet stream.  Ie :Interaction, customer service, content and message embedded into organic search, with links no links.

 Twitter is also a perfect listening and response tool. It can be used for listening to your customers by going to http://www.search.twitter.com, type in you companies name and see in real time what people are saying, commenting or connecting in various ways to you.

I feel that Customer service should look at Twitter as another extension to thier  current communication ways like: phone, fax and email. This is just a new way to connecting and creating customer engagement, just like click to chat or live operator calling.

Twitter for customer service can head off in real time issues that start out small can be easily taken care of in a twitter. Think of it this way, if some one has gone to twitter about your company, it is either going to be great or they have a beef and what everyone to know how really bad they were treated, the product was or how your companies actions have impacted them in some way.

Customer Service Tweets can also be used to tweet FAQ’s, special offers and help customers are tweeting about an issue or a success. There are some great examples of this with airlines using Twitter to reroute customers, retailers using it for ways to keep their KPI on customer service so high.

So yes, give the customer service area their own Twitter, it is really OK .  Just set up the same rules as what ever they can say to a customer on the phone they can tweet, if not they can’t say it.  You do need to monitor the tweets, so you don’t find an employee bagging in the company.

Also there is a celebrity following with Twitter, so be sure the person(s) you are using won;t let it go to their heads. I would suggest a senior customer service person or exec be assigned to be the keeper of the customer service twitter.

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