Why Savvy Businesses Field Customer Questions on Twitter

By Mikal E. Belicove|For Entrepreneur.com|June 14, 2011

Here’s a problem that’s becoming more common all the time: You have a question about your cellular or Internet service, for example, so you call customer support only to be transferred twice and then put on hold — indefinitely. Your phone is pressed up to your ear and you’re wondering, what happened to responsive customer service?

Because of situations such as this, savvy consumers are turning to Twitter to get in touch with a business when they have a problem or a question about a product or service — especially if it elicits a quick response from the company. A survey called “Twitter Q&A Census,” conducted recently by InboxQ, suggests that socially adept businesses are beginning to use Twitter as a tool to directly respond to consumers and pay attention to issues that impact their brand, and that ‘social care’ is making a measurable difference.

Take a situation I experienced several months ago. I called customer service at Verizon…

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