Customer Engagement over Twitter

150 Words, mention, hashtag. Those are the words that define Twitter, one of the world's most popular social media platform. Twitter enables news to spread quickly as well as allow ordinary people to share their experience with the world. In fact, the news of US Airways ditch into the Hudson first broke over Twitter. According to the Guardian, "Twitter has become the "new" newswires."

Companies now advertising their products or news over Twitter. Engadget is no different, linking to popular news stories on their Twitter account @Engadget. However, Some companies are beginning to offer customer service over Twitter in addition to traditional customer service options such as phone call, chat, and email. One such company is Great Western Railway (formerly known as First Great Western). Their Twitter account @GWRHelp offer a quick way for customers to ask questions to the company over issues like train delays, power failures in carriages, and a whole host of issues. Issues like these can usually be resolved quickly without the need for lengthy phone calls or long wait times involved with email customer services. The company represents the positive aspect of utilizing Twitter adequately for customer service.

On the other hand, EE tech support over Twitter simply replies to contact them via email or phone to resolve the issue. They don't offer any issue resolution over Twitter, which can be annoying.

All in all, Twitter is a great way to quickly and effectively communicate to customers directly and more companies should harness the power of the social media platform.