How personal is customer service via Twitter compared to other means (phone, email, etc.)?

Today, an increasing number of busineses are offering customer service via the Web, and through new social media channels such as Twitter. How do you think Twitter compares to more traditional forms of customer service (phone, email, live chat, etc.) in terms of attention to personal detail?

8 Comments »

1. I think it can be about the same if and only if the tweeters on both ends are comfortable with the medium. Otherwise, someone who is more comfortable with a phone call or live chat may not think Twitter is as effective. I think it comes down to comfort level. Some companies, however, have really excelled in using Twitter for customer service.

   Comment by Nancy Cawley Jean — July 16, 2009 @ 1:12 pm

2. Good post. I think it’s about the same… if someone is quite active on Twitter, it can surpass traditional forms of customer service because the opportunity for immediate and real-time connections is plentiful. I think it surely surpasses email because Twitter offers more of an on-going conversation model. Phone… phone might still take the lead – hearing someone’s voice and being “on the spot” so to speak requires a different, more advanced focus and level of interaction.

   Comment by Lauren — July 16, 2009 @ 2:06 pm

3. I chose more personal for this reason: The customer service response put forth on Twitter seems to be less canned than what you would receive via email or over the phone. People seem to have more of a genuine personality through Twitter, where a lot of times on the phone its just a script.

   Comment by Katie — July 16, 2009 @ 2:11 pm

4. Nothing will ever replace personal customer service for me. Ideally why our twitter page although for biz has my headshot attached, I believe people need to feel the presence of a “human” to get a full customer service experience. In an environment filled with auot this and quick pay that. It refreshing to hear a genuinly concerned voice that asks “have I met your expectaions or answered all of your questions? Followed by have a great evening!

   Comment by Ericka Alston — July 16, 2009 @ 7:15 pm

5. Hollis, Hi. I agree customer service is bound for the web. Using Twitter or a Twitter-like user interface (UI) would be perfect if one is looking for a link to a product/article/review. However, it would be wildly frustrating if it was to be used for step by step installation directions/diagnostics/problem solving. If that’s the purpose for which one has contacted customer support, I suggest a UI similar to Live Chat by LivePerson.

   Comment by Robert Visser — July 16, 2009 @ 9:23 pm

6. In the current day and age, customer service via Twitter enjoys much higher visibility, and much lower usage, than other more traditional forms of customer service. This naturally leads to more attention to detail. However if and when visibility of the medium decreases or use of the medium for customer service increases significantly, this will change.

   Comment by Eric Andersen — July 16, 2009 @ 9:31 pm

7. To-date I would vote “the same” because the majority of my business and personal business vendors are not on Twitter and those that are, i.e. Southwest, @southwestair are inconsistent with their replies to my tweets.
   Carlos Hernandez´s last blog ..R.O.W.E

   Comment by Carlos Hernandez — July 17, 2009 @ 2:45 pm

8. I don’t know how you can get any more personal than to talk with someone on the phone, aside from meeting someone face to face… but apparently I am confused!
   -Jack

   Comment by Consumer Reviews — January 12, 2010 @ 5:04 pm

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