Zelword Business and Tech Analysis

Is Twitter Customer Service Sustainable?

There’s a lot of buzz about large companies responding to customers on Twitter. Comcast is a success story that everyone can point to. You can get your Comcast problem addressed faster by tweeting than by calling (hours instead of days later). I’m happy that people are getting better service but how long will that last?

A major concern with social media, for large companies is that they can’t control the conversation any longer. In the past, individuals couldn’t afford to blanket the airwaves with a commercial about their problem. Companies could and they grew very large. There was no balance of power between customer and large business. Companies have taken advantage of that intentionally and unintentionally. Social media (twitter, blogs, Facebook, etc.) give consumers a voice and it’s slowly restoring the balance of power. Now it’s up to the companies to address this change.