Tuesday, October 07, 2008

Telstra does Twitter

Telstra recently took up 'tweeting' as a channel for providing customer service.

Discussed via their Nowwearetalking site, there's been a lot of initial feedback on the approach taken.

Telstra has also linked to some of the broader online commentary in their post.

This step helps legitimise Twitter and microblogging as a customer service option for Australian organisations.

It also provides insights for other organisations so they can learn from both Telstra's missteps and successes.

I'm watching carefully to see how Telstra's foray into microblogging goes. The channel has been used successfully in the US.

When executed well I believe it has customer service and marketing/PR benefits in some, but not all, service delivery areas.

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