Twitter offers a wealth of connectivity. You can quickly engage with clients, answer questions and draw in potential users through sharing unique content or valuable advice. But Twitter comes with its own set of rules, well beyond its simple character limit.
Five years ago, social customer service was barely a blip on anyone’s radar. Only 10% of organizations where using social channels for customer service. This small pool included risk-takers with a tolerance for potential failure – companies like Comcast.
When Comcast established @ComcastCares in March 2008, it was (for lack of a better term) a pretty damn big deal. The global media and tech company was using Twitter to provide customer service at a time when many other brands didn’t even know the meaning of a tweet. Comcast was widely celebrated for the company’s innovative use of social media. And they deserved it.