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Using Twitter for Business

Posted by Jake in Business, Customer Service on 06 Aug 2008 | 4 Comments

For those of you that are already on Twitter it will come as no surprise that I am a big fan:

jstride @ twitter

For those of you that don’t know what Twitter is, it’s a website where you can easily update your ‘status’ (i.e. what you are up to etc.). You can check out what I am up to by following my Twitter user jstride.

Although Twitter current has millions of users, it still hasn’t reached mass main stream adoption in the way that sites such as Facebook and MySpace have. However, it can still be a valuable business tool.

At omelett.es we use Twitter in a few ways to try and make our lives a bit easier:

  1. We created Twitter accounts for Tactile CRM (tactilecrm), and Resolve RM (resolverm), currently in beta, and post news and updates to them. It’s a central location that gets automatically updated using TwitterFeed, doesn’t take any extra work from us, but gives us another channel to customers. We’re not the only people that do this.
  2. Resolve RM, our easy web-based customer care product integrates directly with Twitter. Whenever anyone raises a Tactile CRM or Resolve RM support query we get notified. This is great as we can get direct SMS updates and decrease our response time to queries.

Twitter has had some stability issues of late. They seem to be on top of it now, but I think for those of you who can think outside the box a little, it has some great uses to help your business.

4 Comments

  1. Jake, Great post. Gives us "luddites" ;-) some insight into how you can creatively use stuff like this to improve customer service. Martyn

    Martyn / 06 Aug 2008 / 9:08 am

  2. Thanks Martyn. I'm sure none of them are highly original but I think sometimes it's just worth putting these things out they as a reminder or a prod to think of these extra things. Jake

    Jake Stride / 06 Aug 2008 / 9:12 am

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