jecasc - 9:31 am on Oct 18, 2012 (gmt 0)
Responding on Twitter: an immediate public response.
Seen to be pro-active in dealing with queries and problems.
There are many channels you can use for both customer support and for communicating that you have good customer service.
I have email and a ticket system for customer service and I use a review service with several thousand positive reviews to communicate the quality of my services.
I rather use those existing channels in an efficent way instead of opening up other channels, especially when I know I could not maintain the high quality on each channel. It is better to know your limits. There is no lack of companies that try to be present on twitter, facebook, google+ and fail miserably on all because they simply do not have the resources to focus on all.