SevenCubed - 6:05 pm on Sep 24, 2012 (gmt 0)
Just being a devils advocate, trying to wrap my head around whether twitter as a customer service channel makes sense.
I'm hardly one to cast a vote in favour of twitter but I have said recently that it is slightly more palatable than other forms of social media.
I can see it making lots of sense as a customer service channel. Along the palatable line of thinking consider a mobile food truck service. They tend to keep to very strict schedules and you can usually count on them to show up like clock works outside your place of work.
Over time people manipulate their office duties to make sure they are free for their break at its time of arrival. But what happens when on a given day there is some bad traffic accident that causes a detour through congested side streets?
Twitter comes to the rescue, the caterer lets her fingers warn her customers via a quick text message of her probably delayed arrival. That allows the office people to adjust their break schedule so they don't go downstairs and spend their time allotment standing on a deserted curbside that is usually filled with comforting aromas during that time slot. The customers still get their comfort food, albeit a bit later, and the mobile business owner doesn't loose income do to something that was beyond their control.
And yet to the above example if that same caterer used the platform to try to push their "specials" on me I would quickly be looking for another food truck. It comes down to knowing when your intentions are for their best interest or yours.
There must be other valid uses along these similar lines of interest.