Now that you have your command center set-up, let’s see how you can handle customer service issues that are in-bound (in fancy talk, come to you . . .)

Twitter In-Bound Customer Service Uses

Your customers and clients are out there using social networking to talk good and bad about your business (or how you do business). Use tools such as Monitter to keep tabs on what they say about you and jump in the conversations at every chance you get. They’re seeking your attention so why not give it to them?! How? I’m glad you asked, let’s take a look at some ways below:

• Create Support Ticket Hashtags – Hashtags provide an easy way to track conversations around a particular topic. Why not assign every customer support issue a unique hashtag followed by a number (IE. #MEMtecksupport24)? This would allow easier tracking and handling of issues. Mashable has a great article that goes more in-depth with Hashtags here.The site, Hashtags.org, tracks all kinds of hashtags and even gives you a description as to what it pertains to. Use the service to see if yours is taken and create your own.
• Give Customers Status Updates – If I was doing graphic and website development like I was in the good ol’ days, this is how I would use Twitter for customer service. I would send out short project updates (via Direct message of course) as I worked on a project. This would be an “as it’s happening” update which wouldn’t require email.
• Use Twitter Lists for Different Departments or Support Members – If your customer needs to contact someone in your billing department, why not just have a list set-up to connect both parties right away? Of course, this would mean, your staff members or departments have separate Twitter accounts, but again, it only makes your company that much more accessible.

Twitter Out-Bound Customer Service Uses

If your in-bound customer service game is tighter than me trying to fit into a pair of skinny jeans, then go the extra-mile with these out-bound customer service tips:

• Ask Customers Poll Questions –  Find out exactly what’s on your customer’s mind by taking quick polls. Not only will this give you something valuable to tweet, but it’ll also gain you valuable insight from the good people keeping you in business.
• Promote Clients in Twitter Lists - Not only does it add a bit of “social proof” that your biz is the hottest thing since sliced bread, but it gives your clients a little exposure as well.
• Share Useful Content in Your Stream – This goes beyond saying but still needs to be mentioned. Just because you have followers that are actual or potential customers doesn’t give you a right to “dis-engage.” Seriously, share best practices, tips, advice, and articles that help customers use your product or service. Who knows, you might even gain new customers by adding value to the ones you have . . . [someone's feelings just got crushed into itty-bitty-pieces . . .]
• Tweet Your Location While “On Duty” – Twitter just added a feature where your location goes out along with your Tweets if you turn the option on. I think this is a great customer service enhancing opportunity for service providers that service multiple customers in a day. For instance, if you’re a technician, have a delivery service, or have multiple meetings throughout the day you could use location tweeting to give clients an ETA (Expected Time of Arrival). Tweets could be kept public or sent via direct message, but I think it would work pretty well.