Ann_Smarty - 2:11 am on Nov 3, 2012 (gmt 0)
"There's one thing it's hard to beat, and that's customer service. Twitter's platform is so instant. "
I love it that I can DM Hostgator from my Twitter account and get help within a second. Non of my non-Twitter-aware developers can do that. Instead, they have to wait on a live chat or submit a support ticket that takes a few hours to hear back (at best). Thus I am the fastest to hear back from them!
"Customer support: Due to the kind of exposure, a solid, well established product line is required as well as a strong support team."
In reality, if your business is online or offline, someone is more likely to be discussing it on Twitter. You can be there or not, but your ignoring it won't stop the public conversation.
Twitter customer service is more about online reputation management than anything else