National Post - Twitter when they tweet


(1-Mar-10) 'Cdn travelbugs," said the public tweet that just flew across the screen. "Anyone used AirCanada's Int'l flight passes? Trying to find out if one direction' can include few days stopover midroute?"

A tweet is a message to the world on Twitter, a micro-blogging service that has had phenomenal success. The short, abbreviated messages (tweets can only be 140 characters)may seem insignificant, but because they are read by so many existing and potential customers, they can carry a lot of weight.

If businesses know how to deal with customer queries and complaints made via Twitter and other social networks, they can improve their customer service by an order of magnitude. But companies normally deal with their customers via phone, the postal service and perhaps email. How can businesses fold these new channels into the mix?

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