Real time communication allows customer issues to be addressed quickly and will clearly benefit the customer by saving them time. This allows customers to avoid long phone hold times and lets the customer know you are serious about resolving their issue.
Another benefit for your company is that you can monitor what customers are saying about your company and jump into the conversation as needed to address any issues. This would be done by creating various keyword searches to monitor your company's reputation on Twitter. Staff would need to be assigned to monitor your customer service Twitter feed and respond to customers as needed. They would need to be empowered to solve most issues so that they do not need to constantly seek the managers approval.
Also, its important to post the business hours that your Twitter feed will be monitored, so customers know what to expect and when they can expect a response. This way customers have a clear idea of what to expect and when their issued will be addressed.
So, go ahead and setup your business Twitter account and see how it enhances your customer service.
