Twitter and Customer Service- A successful ending

by Kevin Lynch 21. July 2009

Both individually and as a banker, I've been a pretty active participant in Twitter over the last few months. It is a fun, vibrant, and growing community with a lot going on. But, like many users, I was unsure of the usefulness and value of the space. Now I know.

We recently worked with one of our customers, Aaron Brazell, to resolve some issues on his account. His blog post at technosailor describes the series of events in some detail so I won't repeat them here. We've found that Twitter is an excellent way to stay tuned into discussions about our brand and interact when appropriate. In this case, the ultimate resolution involved all of our customer service channels: Twitter, the Contact Center, and the local branch. So I guess the lesson I've learned is that social media (like Twitter) is just another way of interacting with your customers and prospects. It isn't necessarily the answer, but it can be part of the solution. I welcome your comments.

Comments (3) -

Aaron Brazell
7/23/2009 1:15:30 AM #

@FMBCustServ thanks again for all the help and the great writeup!  http://bit.ly/OLK2l

Melanie Holloway
Melanie Holloway
7/24/2009 2:24:14 PM #

Definitely a good example of how Twitter ( or any Social Media tool) can contribute to your brand and positive customer experience!  Thank you for sharing.

Steven Kruskamp
Steven Kruskamp
8/18/2009 3:54:06 PM #

Agreed, we are very excited to be able to service our customers in these alternate, online channels.  Our department is very eager to see what the next round of social communication will bring and how that will affect how businesses interact with their customers.



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