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Twitter for customer service : Even for law firms

By Kevin OKeefe

I'm seeing more and more companies using Twitter, not only for strengthening relationships with customers, but also for customer service. Customer service both for broadcasting service messages via Twitter as well as via an RSS feed from Twitter Search to customers' 'tweets' about the company's service. The latest is Washington State Ferries (WSF), which I ran into tonight as part of monitoring the terms 'Seattle' and 'Bainbridge Island' on twitter search. WSF is using Twitter to broadcast customer service messages like the one here alerting users that the 8:10 ferry running tonight from Seattle to Bainbridge Island, where I live, is going to be late. WSF just started using Twitter today so that's the reason for only 2 followers. An example of a company listening to customers talking about the company's service is BART (Bay Area Rapid Transit)...continue to full post

Full post as published by Real Lawyers : Have Blogs on September 14, 2008 (boomark / email).