The conversation can become distributed. Not only can an existing audience of followers witness real-time interaction, but the company can also retweet certain comments, especially accolades, to a larger audience.
• Companies that use Twitter as a social care channel are seeing a 19 percent increase in customer satisfaction. That’s huge!
• If it comes down to money, Twitter is a revenue winner. The average cost of a Twitter response is $1, versus the average cost of interacting with a customer through the traditional call center, which is $6.