Blogging, social media & customer service (Part 7)

Part 7: Tweet, tweet: Microblogging considerations

Microblogs like Twitter are getting a lot of attention these days, in no small part because some big companies are using them to talk to their customers. If you are considering it, here are the key considerations:

• Are your customers there?
• Do you have the bandwidth to staff this rapid fire communications channel?
• Can your reps take action to solve any issues? Sympathy is nice but people will want solutions.
• Popular microblogging services frequently have availability issues. What alternative channel will you provide the users and how will they learn about it?