Microblogging service Twitter is not only useful for online marketers, or to link to interesting blog posts; it can also be an effective customer service tool.

Rebecca on SEOmoz has provided an interesting case study describing how Comcast used Twitter to solve an issue for her; something other companies can potentially learn from.

Having failed to solve her problem (cancelling an NBA basketball subscription with Comcast) through traditional customer service channels, Rebecca expressed her dissatisfaction on Twitter.

Comcast should really have dealt with the problem on the phone before she had to resort to complaining on the microblogging site, but at least someone was monitoring Twitter and was able to resolve her issue.

A number of other companies in the US are using Twitter in this way, with shoe retailer Zappos being a good example.

Zappos has 448 employees using the service, including CEO Tony Hsieh; helping to put a more human face on the company, engage with customers, solve issues, and monitor what is being said about them.

A quick search on Twitter reveals that most of what is being said about Zappos is positive:

Twitter - Zappos

This not just a result of Zappos using Twitter; the company clearly has a culture which values customer service, and this is reflected in what is being said online, which is a great marketing tool for the retailer. 

Comcast and Zappos are not alone in making good use of the site; plenty of other US firms are monitoring it and using it for customer service. A number of Dell reps are on Twitter, while JetBlue Airlines uses the service to inform customers about delays and other news.

UK companies would do well to follow these examples. I've looked for examples of UK firms that use the service in this way, but haven't managed to find any yet. (Anyone know of any? Let me know...)

However, there are plenty of examples of firms being talked about on Twitter, and not all of it positive. Search for Virgin Media and you'll find plenty of complaints. The same applies to other companies like Vodafone and Npower, especially the latter.

All three companies employee plenty of customer service staff, so getting one or two to monitor the brand on Twitter and solve a few issues there needn't be a huge drain on resources, and would benefit the company's reputation.

Monitoring Twitter is easy enough to do; a quick search for your brand name and products will bring up any mentions, allowing you to see what your customers are saying.

Another service I reviewed last week, GetSatisfaction, provides an 'overheard' tool when you sign up that monitors what people are saying on Twitter.

Of course, use of the blogging service shouldn't be considered a substitute for providing excellent customer service; some customers will be venting their spleens on Twitter after they have failed to get anywhere through normal channels.

Still, as with blogs and other social media, companies should be monitoring what is being said about them on Twitter and stepping in to resolve issues where they find them. As with the Comcast example, this can be a big PR win for firms.

Related articles: 
10 tips on improving online customer service
Q&A: Royal Mail's Stephen Mitchell on online customer service

Related research:
Online Customer Service Briefing - June 2008 

Graham Charlton

Published 12 November, 2008 by Graham Charlton

Graham Charlton is editor in chief at SaleCycle, and former editor at Econsultancy. Follow him on Twitter or connect via Linkedin.

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Comments (6)

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When I read about JetBlue and complaints via Twitter, I thought that an airline that has resources for monitoring Twitter is not going to be the best at running an actual airline.

almost 10 years ago



I once had a problem with my Sprint Wireless bill and spent over 6 hours total time on a landline phone speaking with customer service and e-mailing them back and forth. Finally, I just said enough of this nonsense and wrote my concerns and dissatisfaction with them on Planetfeed and within a 48 hour period I got a callback from some Vice President of Marketing or some such department. They resolved my problem in less than a few days, but I have yet to do business with them since. Since this time, their share price has gone South and their subscription base has suffered too! It pays to be responsive to your customers.

almost 10 years ago




This will be interesting given how the retailer uses social networks, especially Facebook.

almost 10 years ago

Drama 2.0

Drama 2.0, Chief Connoisseur at The Drama 2.0 Show

The big question I have about "customer service" on Twitter is: "how do you scale this?"

How many customers can companies like JetBlue, Zappos and Dell realistically touch using Twitter? How many *can* they touch?

From my perspective, the stories of customers who resolve an issue or get incredible personal attention from companies on services like Twitter masks the fact that the vast majority of customers are have to rely on the traditional customer service channels.

I hardly think that Twitter and Facebook and blogs are capable of supporting the large scale customer support infrastructure that major companies require. They're not even designed for it.

Can you imagine trying to troubleshoot your malfunctioning Dell via tweets?

@Dell the computer won't turn on
@drama okay i am here to help. one second please
@drama please turn the computer off and wait 15 seconds before rebooting it
@Dell the computer won't turn on so i can't turn it off
@drama okay one second please
@drama i'm going to transfer you to my manager. look for a tweet from @DellManager

Until a company like Dell or JetBlue can prove that it can service a significant portion of its customer base on a service like Twitter, I'd argue Twitter is a customer service "novelty."

almost 10 years ago

Graham Charlton

Graham Charlton, Editor in Chief at SaleCycle

Hi Drama,

I think you're right on that - it wouldn't work as a large scale customer service solution, and companies should concentrate on solving issues through the usual channels.

It's easy enough to monitor Twitter for mentions of your company though, and well worth doing if only just to save a few customers.

almost 10 years ago



Here's an interesting case study. I tweeted I hate SEEmoz and nobody responded. My Comcast subscription just went up because I'm paying for Comcast to monitor SEEmoz's twitters and they're not even a customer.

almost 10 years ago

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