The genius of Twitter is that its founders* didn’t know what they created. It’s kind of a social network. It’s kind of a news service. It’s kind of a rumor-mongering site. Really, it’s kind of many things.
Count customer service channel among them.
More and more, companies are responding to negative tweets. Twitter is becoming a way to circumvent IVRs and get an actual human being to call you. No CEO wants his or her company drawing the ire of vocal tribes.
While tweeting alone may not get you the answer you’re looking for, consider it another club in the bag when fighting the good fight.
What say you?
* Plural. Sorry, Jack. You didn’t invent it by yourself.