Exploring Customer Service Efforts Using Twitter

by Jason Falls |

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.


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About the Author

Jason Falls

Jason Falls 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 Elasticity, one of the world's most innovative digital marketing and public relations firms. Follow him on Twitter (@JasonFalls).