Recent studies show that many customers have had success with their customer service claims while using twitter.
71% of of 16-24 year olds go online when they have a problem with a product (2012 Sitel Study); 67% of 23,000 consumers in a J.D. Power and Associates study had used a company’s social media site for servicing; and 87% of consumers in the J.D. Power and Associates study said their online social interaction with the company positively impacted the likelihood that they’ll purchase from the brand, and that the responsiveness of the service representatives were a key of that satisfaction. (http://socialmediatoday.com)
However 140 characters is not adiquate with some issues so a solution may not be the first step, but relationship managment certainly is. Twitter is always on and likewise so are the support twitter handles, but companies need to always have fast response times, maintain transparency and always be ready to answer customers. Samsung and Microsoft are the front runners in this facet of Twitter but I wonder who is next to follow and how this will change customer service.