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To use a weak metaphor, Twitter is proving to be a pyramid buried in the sand – with each turn of the shovel I discover how much more lays under the surface. Okay, metaphor over.

Since my previous post about the recent surge of Twitter and the Twitterati, further reading has unearthed a wealth of new information. This article from Read Write Web highlights how a few companies are using Twitter for customer service. Proactive customer service. Many of the examples were of consumers voicing their frustration via Twitter, not directly to the company in question, and receiving an unexpected customer service tweet in response.
“Another big name on Twitter today is Dell Computers. The company actually has several customer service people on Twitter who find complaints and address them.”
Reflecting back on my own customer service woes this weekend, I think that would be pretty sweet.

Also be sure to visit this additional list of Twitter monitoring apps.


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