Today I’m thrilled to present to you the first-ever Social Media Explorer Report. “Customer Twervice: Exploring Case Studies & Best Practices In Customer Service Efforts Using Twitter,” surveys 10 companies using Twitter for customer service and attempts to present insights and best practices for you or your company. The report is free you can download the PDF here.

Customer Twervice

Customer Twervice

My hope is that the information in the report will give you at least some anecdotal research that can help you formulate customer service strategies using Twitter based on the existing best practices and examples from those doing it. The document is certainly not final and as both Twitter and how companies are using it evolve, I’ll revise accordingly. The permanent URL for the report’s home is simply http://socialmediaexplorer.com/customertwervice.

Because this is my rookie effort at writing a report, I’d like to ask for your feedback. Is the report useful to you? Would similar be in the future? I don’t hesitate to admit I’m not trained as a researcher or analyst. There aren’t Forrester-esque graphics and charts here. But I am trained as a journalist and built the report around interviews with people hard at it, actually performing Customer Twervice.

And I would encourage you to join the conversation about the report on Twitter by using the hashtag “#twervice.” I’ll see your comments and questions there and will respond if I can.

Enjoy.

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About Jason Falls

Jason Falls

Jason Falls is the founder and chief instigator for Social Media Explorer's blog and signature Explore events. He is a leading thinker, speaker and strategist in the world of digital marketing and is co-author of two books, No Bullshit Social Media: The All-Business, No-Hype Guide To Social Media Marketing and The Rebel's Guide To Email Marketing. By day, he leads digital strategy for CafePress, one of the world's largest online retailers. His opinions are his, not necessarily theirs. Follow him on Twitter (@JasonFalls).

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Comments & Reactions

Comments Policy

Comments on Social Media Explorer are open to anyone. However, I will remove any comment that is disrespectful and not in the spirit of intelligent discourse. You are welcome to leave links to content relevant to the conversation, but I reserve the right to remove it if I don't see the relevancy. Be nice, have fun. Fair?

  • http://www.patrickokeefe.com iFroggy

    Congrats, Jason.

    • http://socialmediaexplorer.com JasonFalls

      Thanks, Patrick. Hope it's good.

  • http://www.patrickokeefe.com iFroggy

    Congrats, Jason.

  • http://www.patrickokeefe.com iFroggy

    Congrats, Jason.

  • http://socialmediaexplorer.com JasonFalls

    Thanks, Patrick. Hope it's good.

  • http://socialmediaexplorer.com JasonFalls

    Thanks, Patrick. Hope it's good.

  • http://blog.clearcastdigitalmedia.com/ clearcast

    Jason-
    Great work. A terrific primer for the uninitiated as well as great ammo for those who are looking to build a case.

    One question: any stories that were LESS than successful to add in a voice from the downside? Do you think it's worth it to talk about some stumbles or PR “failures?” Ironically, I had a twitter success as a customer with AT&T that was totally unintended. I aired my frustration on twitter merely as an outlet. The next thing I knew, my problem was solved in about 4 hours.

    Anyhow, great report that reaches several goals. I liken it to a great Bugs Bunny cartoon- kids think it's funny, but adults are in on the joke, too, since it never condescends. As I said at the outset, it's great if you are a twitter ninja, as well as if you're still trying to figure out what the big deal is. Nice job, brutha!

    • http://socialmediaexplorer.com JasonFalls

      Thanks for the feedback. I didn't run across the unsuccessful examples
      because I'm sure they're harder to come by. But those would be
      excellent additions to the thinking. I would guess that failures are
      probably based on the fact that the brands are unsure how to
      communicate with people overall. Those folks aren't likely even trying
      it. And of course, I'm sure we could drum up a dozen or so examples
      really quickly of brands not doing it at all and are failing
      miserably, though it seems those examples quickly get up to part.

      Very much appreciate the feedback. Thanks!

  • http://blog.clearcastdigitalmedia.com/ clearcast

    Jason-
    Great work. A terrific primer for the uninitiated as well as great ammo for those who are looking to build a case.

    One question: any stories that were LESS than successful to add in a voice from the downside? Do you think it's worth it to talk about some stumbles or PR “failures?” Ironically, I had a twitter success as a customer with AT&T that was totally unintended. I aired my frustration on twitter merely as an outlet. The next thing I knew, my problem was solved in about 4 hours.

    Anyhow, great report that reaches several goals. I liken it to a great Bugs Bunny cartoon- kids think it's funny, but adults are in on the joke, too, since it never condescends. As I said at the outset, it's great if you are a twitter ninja, as well as if you're still trying to figure out what the big deal is. Nice job, brutha!

  • http://blog.clearcastdigitalmedia.com/ clearcast

    Jason-
    Great work. A terrific primer for the uninitiated as well as great ammo for those who are looking to build a case.

    One question: any stories that were LESS than successful to add in a voice from the downside? Do you think it's worth it to talk about some stumbles or PR “failures?” Ironically, I had a twitter success as a customer with AT&T that was totally unintended. I aired my frustration on twitter merely as an outlet. The next thing I knew, my problem was solved in about 4 hours.

    Anyhow, great report that reaches several goals. I liken it to a great Bugs Bunny cartoon- kids think it's funny, but adults are in on the joke, too, since it never condescends. As I said at the outset, it's great if you are a twitter ninja, as well as if you're still trying to figure out what the big deal is. Nice job, brutha!

  • http://socialmediaexplorer.com JasonFalls

    Thanks for the feedback. I didn't run across the unsuccessful examples
    because I'm sure they're harder to come by. But those would be
    excellent additions to the thinking. I would guess that failures are
    probably based on the fact that the brands are unsure how to
    communicate with people overall. Those folks aren't likely even trying
    it. And of course, I'm sure we could drum up a dozen or so examples
    really quickly of brands not doing it at all and are failing
    miserably, though it seems those examples quickly get up to part.

    Very much appreciate the feedback. Thanks!

  • http://socialmediaexplorer.com JasonFalls

    Thanks for the feedback. I didn't run across the unsuccessful examples
    because I'm sure they're harder to come by. But those would be
    excellent additions to the thinking. I would guess that failures are
    probably based on the fact that the brands are unsure how to
    communicate with people overall. Those folks aren't likely even trying
    it. And of course, I'm sure we could drum up a dozen or so examples
    really quickly of brands not doing it at all and are failing
    miserably, though it seems those examples quickly get up to part.

    Very much appreciate the feedback. Thanks!

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  • http://www.musee.com/ storesonline

    I'll go and sticky this if you get some good replies

  • http://edwardboches.com edwardboches

    Jason:
    Other than the really lame (sorry) word invention “twervice” this is pretty good. May not be anything incredibly new to those familiar with these brands and or service via Twitter, but, you provide some really useful information for other companies trying to figure out how much time, energy and resources to commit and what they can expect in return. Good stuff. Thanks for sharing.
    Edward

    • http://socialmediaexplorer.com JasonFalls

      Thanks Edward. Twervice might be lame, but if you're gonna do it, you
      may as well own it, right? Heh.

      Very much appreciate the feedback. I hope it helps folks.

  • http://edwardboches.com edwardboches

    Jason:
    Other than the really lame (sorry) word invention “twervice” this is pretty good. May not be anything incredibly new to those familiar with these brands and or service via Twitter, but, you provide some really useful information for other companies trying to figure out how much time, energy and resources to commit and what they can expect in return. Good stuff. Thanks for sharing.
    Edward

  • http://edwardboches.com edwardboches

    Jason:
    Other than the really lame (sorry) word invention “twervice” this is pretty good. May not be anything incredibly new to those familiar with these brands and or service via Twitter, but, you provide some really useful information for other companies trying to figure out how much time, energy and resources to commit and what they can expect in return. Good stuff. Thanks for sharing.
    Edward

  • http://socialmediaexplorer.com JasonFalls

    Thanks Edward. Twervice might be lame, but if you're gonna do it, you
    may as well own it, right? Heh.

    Very much appreciate the feedback. I hope it helps folks.

  • http://socialmediaexplorer.com JasonFalls

    Thanks Edward. Twervice might be lame, but if you're gonna do it, you
    may as well own it, right? Heh.

    Very much appreciate the feedback. I hope it helps folks.

  • http://money.cnn.com/magazines/business2/b2fastestgrowing/2007/snapshots/2.html imegent78

    Great post. Jason Falls is really a great guy. There is very good and unique information on that website. Thanks for sharing.

  • http://www.youtube.com/watch?v=3-u2QMS3N0g HomeSecuritySystems

    Very good post. It really helped me a lot, will be referring a lot of friends about this.

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  • http://finance.google.com/finance?q=AMEX:IIG imergent909

    It's cool that you are putting your passion for writing to good, I am in the same situation and it was long overdue! I'll subscribe to your feed, thanks again.

  • http://money.cnn.com/magazines/business2/b2fastestgrowing/2007/snapshots/2.html imergent11

    Hi! nice one and the post is really out standing after all the blog is so cool.which is not bad but so smartly clear the queries.keep up post and thanks a lot……………

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    This is really one of the best post and most from us don't know about this,This post gives the superb solutions to me which I really like a lot.Anyway thanks for the superb informative which you share with us.Keep bogging.

  • http://twitter.com/CactusEric Eric Colon

    Jason:
    The article definitely shed some light on using this service and how to implement as well.
    I was wondering has there been a study done on the infrastructure cost of implementing and maintaining?

    • http://socialmediaexplorer.com JasonFalls

      Good question, Eric. I think (not arrogantly, just from talking to a
      lot of people about it) this report was the first of its kind. I'm
      sure the infrastructure cost analysis has been done on an individual
      company basis, but would also anticipate they aren't really in-depth.

      The key is that the cost is essentially confined to the human resource
      time to serve the customer, plus a nominal cost (if any at all) of
      purchasing a monitoring solution, some of which are free.

      I can tell you that with a client of mine, we did an analysis of the
      human resource time across multiple departments (30K+ employee
      company) and, based on current and short-term projected conversation
      volume of the company on Twitter, we estimated less than 15 hours per
      week TOTAL of man hours to implement and maintain.

      I'd love to hear what other folks have experienced with this, though.
      Thanks for asking.

  • http://twitter.com/CactusEric Eric Colon

    Jason:
    The article definitely shed some light on using this service and how to implement as well.
    I was wondering has there been a study done on the infrastructure cost of implementing and maintaining?

  • http://twitter.com/CactusEric Eric Colon

    Jason:
    The article definitely shed some light on using this service and how to implement as well.
    I was wondering has there been a study done on the infrastructure cost of implementing and maintaining?

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  • http://socialmediaexplorer.com JasonFalls

    Good question, Eric. I think (not arrogantly, just from talking to a
    lot of people about it) this report was the first of its kind. I'm
    sure the infrastructure cost analysis has been done on an individual
    company basis, but would also anticipate they aren't really in-depth.

    The key is that the cost is essentially confined to the human resource
    time to serve the customer, plus a nominal cost (if any at all) of
    purchasing a monitoring solution, some of which are free.

    I can tell you that with a client of mine, we did an analysis of the
    human resource time across multiple departments (30K+ employee
    company) and, based on current and short-term projected conversation
    volume of the company on Twitter, we estimated less than 15 hours per
    week TOTAL of man hours to implement and maintain.

    I'd love to hear what other folks have experienced with this, though.
    Thanks for asking.

  • http://socialmediaexplorer.com JasonFalls

    Good question, Eric. I think (not arrogantly, just from talking to a
    lot of people about it) this report was the first of its kind. I'm
    sure the infrastructure cost analysis has been done on an individual
    company basis, but would also anticipate they aren't really in-depth.

    The key is that the cost is essentially confined to the human resource
    time to serve the customer, plus a nominal cost (if any at all) of
    purchasing a monitoring solution, some of which are free.

    I can tell you that with a client of mine, we did an analysis of the
    human resource time across multiple departments (30K+ employee
    company) and, based on current and short-term projected conversation
    volume of the company on Twitter, we estimated less than 15 hours per
    week TOTAL of man hours to implement and maintain.

    I'd love to hear what other folks have experienced with this, though.
    Thanks for asking.

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    Louis Vuitton Matsuya Ginza Store done renewal and displays their “speedy” archives over past years tiffany jewellery online shop sells varieties of tiffany jewelry products, including tiffany bracelet, tiffany necklace, tiffany ring, tiffany earrings, tiffany pendant and various other tiffany replica jewelries. We are one of the biggest suppliers of tiffany jewellery sale
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    Louis Vuitton Matsuya Ginza Store done renewal and displays their “speedy” archives over past years tiffany jewellery online shop sells varieties of tiffany jewelry products, including tiffany bracelet, tiffany necklace, tiffany ring, tiffany earrings, tiffany pendant and various other tiffany replica jewelries. We are one of the biggest suppliers of tiffany jewellery sale
    ,Louis Vuitton has been welcomed by many louis vitton handbag lovers. I think there is no cheaper louis vuitton handbags than you in the world. “speedy” is known as Louis Vuitton’s iconic line. Every arranged bags were very interesting.

    Louis Vuitton Matsuya Ginza Store done renewal and displays their “speedy” archives over past years,Louis Vuitton has been welcomed by many Louis Vuitton Handbags lovers. I think there is no cheaper LV Handbags than you in the world. “speedy” is known as Louis Vuitton’s iconic line. Every arranged bags were very interesting.
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  • http://finance.google.com/finance?q=AMEX:IIG storesonline035

    Great article here! Very clear and informative; well written and I can see you put a lot of time and effort into it. Good job!

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