British broadband providers are just one set of users harnessing the immediacy of Twitter to communicate real-time service information and handle customer support queries, according to the Top 10 Broadband web site.
While telephone customer service experiences often leave a lot to be desired, companies that have embraced Twitter conversations are finding themselves more able to deal with issues quickly as they arrive.
The other benefit is that consumers switched on to Twitter may well think to check the official status pages first rather than phoning a dedicated support desk.
Be Broadband’s head of marketing said that, “the most important use of Twitter is to open another communication channel between Be and its members, which is why we’ve linked our team on Twitter directly into our customer services.”
“Twitter is a channel that’s been adopted by a number of our members so it became pretty clear that it was a sensible thing for us to bring in to our business as usual because it’s how they wanted to communicate.”
The top 10 ISPs currently twittering are:
(Rankings are based on number of followers, frequency of tweets, relevancy of the profile and interactivity levels.)