Using Twitter as a Customer Engagement Platform

Twitter is quickly becoming the de facto tool of choice for brands and companies to promote their products to a global audience. In keeping with the "engage, not broadcast" rule of thumb in social media, some organizations are also using Twitter to help customers solve tricky technical issues, resolve customer service complaints, or just find out why their flight has been delayed. If executed successfully, Twitter is a valuable tool that, when used in tandem with a larger social media strategy, can help companies engage with their customer, build new relationships and create an army of brand advocates.

However, in a recent study by Weber Shandwick, only 9% of Fortune 100 companies examined used their Twitter account for customer service. Our panelists will talk about their experiences with Twitter as a customer service platform, what they've found works, what doesn't and shed some light on why Twitter is becoming a popular platform for customer engagement.