Written by Bob Warfield,  Helpstream Executive Vice President of Products

There is a lot of news all over the web about the Customer Service world and its connection to Twitter. Companies are being exhorted to search Twitter to understand what the “real time web” is saying about their brand. Salesforce has their Service Cloud product, which draws Tweets about a brand into their Customer Service app where Reps can then respond back to Twitter. Of course, there will be the cynical view that it’s because companies are trying to ride the wave of Twitter’s “cool” factor, but let’s put that aside for the moment because, the bigger question is “Why Twitter?”

Let’s put ourselves in our Customer’s shoes and once there, ask what might motivate Customers to  talk about you elsewhere. I have four reasons why your Customers might choose to go to Twitter (or some other third party web property) for Customer Service. If your organization cares about Customer Service and Customer Satisfaction, I would think this list has your full attention.  Read more here.