Using Twitter for customer service

[Kay]

Do you think it's a good idea or a bad one? I was reading this article and it's amazing how many big names are using this medium. The likes of Harley Davidson, GM, State Farm, Dell, JetBlue, Home Depot, Borders and Ford are there. Next time you need customer service, it might be faster to try their Twitter option if they have one than getting a support ticket or calling.

Twitter Customer Service - the Ultimate List of Stores on Twitter

[donald]

i visited the link also....
i think it may be a good idea for the people who are facing the problem about that can solve their doubts....
hope so...!!

[Kay]

I like the idea purely because I hate getting the recorded messages at call centers "press 1 if you want to hold, press 2 if you want to get disconnected by an incompetent staff member, press 3 if you really don't expect anyone to answer this call in the next 5 minutes but will hold on anyway"...

I reckon because people can see the Tweets and their customer service level is very publicly displayed, it would get better attention.