News, Reviews and Resources for ITSM Professionals.

Expanding Customer Service To Twitter

Home » Guides, SocialIT » Expanding Customer Service To Twitter

“Providing quick, engaging and valuable support to your customers on Twitter can build a positive brand image and reduce cost. Twitter takes less time, and money and offers your company the ability to resolve issues quickly and efficiently.”

Image originally posted on Zengage, The Zendesk Blog

Martin Thompson

Martin is owner and founder of the The ITAM Review, The ITSM Review and Tools Advisor Martin is also founder and Chair, Campaign for Clear Licensing. Learn more about him here and connect with him on Twitter or LinkedIn.

More Posts

Follow Me:

1 Response to " Expanding Customer Service To Twitter "

  1. twitter is just another channel to your Point Of Contact.

    If you don’t still ticket the call, track it, link to service, link to assets, and record the resolution you will

    – forget or lose track of users’ issues which is worse than not connecting with them at all

    – lose useful data and degtrade your existing data for improvement of assets, services and practices

    – fail to recognise staff effort and performance

    if you put marketing people on the job of responding on twitter instead of support professionals, you’re ****ed. The futile discussions I had with a local ISP’s twitter account only made it worse.