Best Buy’s Twelpforce is an excellent example of how to do customer service with Twitter. It isn’t, however, perfect. The cited post highlights how simply connecting on Twitter isn’t enough. A customer complained in a tweet and was advised to call the customer support line. After an hour on hold, said customer went right back to Twitter armed with new frustrations.

Then the right thing happened. A Twelpforcer personally addressed the customer’s problem. It was solved quickly.

Key Takeaway: Call centers are reactive. Social customer service is proactive. Don’t proactively react. It doesn’t make sense.

Read more about this social customer care at Tech Affect.

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