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Twitter, the Next 1-800 Number

Yesterday, I overheard someone desperately trying to reach a human to speak to at Bloomingdales regarding a credit card charge. As it turns out, Bloomingdales has recently changed their Customer Service system, making it next to impossible to reach an actual person.

My mind started spinning, and I asked myself how this person could reach an actual customer service representative to help them, in the quickest possible way? Then it came to me. TWITTER.

In the last two years, Tweets @ brands' customer service handles have increased 2.5 times and 80% of Customer Service requests made on Social Media, occur on Twitter.

I decided to take a look at the @Bloomingdales Twitter page to see how they use their account.

After scrolling through nine days of Tweets concerning newly arrived clutches and tips on wearing white in the winter (really?), I only stumbled upon a few Customer Service responses over the course of several days.

This irregularity suggests that customers either aren't taking to Twitter for their questions, or Bloomingdales isn't responding as quickly as they should be.

Now let's take a look at companies like Seamless and Jet Blue, both which have taken to Twitter for customer interaction, in a big way.

The upside of reporting your issues with a product or company on Twitter? You tend to get a very quick response. The downside? You have to air your grievances on the Twittersphere.

If you have a company that requires some level of Customer Service, there are endless reasons to use Twitter to communicate with your constituency.

Quick response makes for happy customers. We like happy customers.

Need help coming up with a plan for your company's Customer Service strategy? Shoot us an email, we'd love to help!

Frances Pearson

Account Manager


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