Comments on: Twitter’s Killer App: Customer Service http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/ The World of Twitter and Microblogging Tue, 16 Mar 2010 11:31:53 -0500 hourly 1 By: Twitter And Customer Service — Entwipreneur http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/comment-page-1/#comment-5377 Twitter And Customer Service — Entwipreneur Tue, 21 Jul 2009 17:12:10 +0000 http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/#comment-5377 [...] see an entrepreneur somewhere making a fortune on the combination of Twitter and customer service. Twitterrati has even called customer service the killer app of [...] [...] see an entrepreneur somewhere making a fortune on the combination of Twitter and customer service. Twitterrati has even called customer service the killer app of [...]

]]> By: Rob http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/comment-page-1/#comment-5258 Rob Wed, 15 Jul 2009 12:14:38 +0000 http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/#comment-5258 I don't think that proactive online customer service is Twitter's "killer app". I do think that customer support for traditional business needs to extend beyond customer support email addresses. Successful customer support is quickly switching from a passive, "contact us" approach to "how can we help". From this perspective, the companies that excel in this new era of support will define processes and support teams to actively engage customer support across existing and emerging networks, not just Twitter. I don't think that proactive online customer service is Twitter's "killer app".

I do think that customer support for traditional business needs to extend beyond customer support email addresses. Successful customer support is quickly switching from a passive, "contact us" approach to "how can we help". From this perspective, the companies that excel in this new era of support will define processes and support teams to actively engage customer support across existing and emerging networks, not just Twitter.

]]> By: Rob http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/comment-page-1/#comment-5259 Rob Wed, 15 Jul 2009 12:14:05 +0000 http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/#comment-5259 I don't think that proactive online customer service is Twitter's "killer app". I do think that customer support for traditional business needs to extend beyond customer support email addresses. Successful customer support is quickly switching from a passive, "contact us" approach to "how can we help". From this perspective, the companies that excel in this new era of support will define processes and support teams to actively engage customer support across existing and emerging networks, not just Twitter. I don't think that proactive online customer service is Twitter's "killer app".

I do think that customer support for traditional business needs to extend beyond customer support email addresses. Successful customer support is quickly switching from a passive, "contact us" approach to "how can we help". From this perspective, the companies that excel in this new era of support will define processes and support teams to actively engage customer support across existing and emerging networks, not just Twitter.

]]> By: Kelvin Kang http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/comment-page-1/#comment-5256 Kelvin Kang Wed, 15 Jul 2009 11:25:15 +0000 http://www.twitterrati.com/2009/07/15/twitters-killer-app-customer-service/#comment-5256 Hi Mark, this is more anecdotal than quantitative but I monitor #rogers, #telus and #bell because of my passion for things mobile. There are significantly more positive comments on #rogers since Rogers hired a social media team. Hi Mark, this is more anecdotal than quantitative but I monitor #rogers, #telus and #bell because of my passion for things mobile. There are significantly more positive comments on #rogers since Rogers hired a social media team.

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