Could Twitter Become the Next Great Customer Service Platform?

If Twitter can work with business to make itself a destination for customer service, and that service matches or exceeds expectations, Twitter could once again pivot into a unique market position.

Many consumers, and some forward thinking businesses realize that Twitter’s short and instant format make the platform perfect for customer service. With more than 50 percent of Twitter users engaging with brands, it’s imperative that brands capitalize on this energy. What may be even more important is Twitter creating opportunities for business to understand the conversations taking place.

While consumers are totally on board with social customer service, many businesses are experiencing major failures. If Twitter doesn’t provide better customer service tools, the company could get left behind as others step up with solutions to satisfy the market.

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