Jeffrey L. Cohen posted a nice writeup of how @Bandwidth uses Twitter to monitor and reach out to customers. Through a team effort from multiple departments including Marketing and Customer Service, customers are provided with a better experience.

“…Social media outlets, and especially Twitter, have become a communications tool for customers to reach out to their vendors. It has become publicly acceptable to complain online about your experiences. And make sure to use the proper Twitter account in your complaint. Sometimes it is venting to feel better, while other times it is done to warn others about the experience. But from the vendor side of things, this is some of the most important listening that you do.

The following example comes Bandwidth.com, a business phone and data provider in Cary, North Carolina…”

Read the rest of the article at SocialMediaB2B.com.

Tags: bandwidth, Bandwidth.com, customer experience, Phonebooth, phonebooth.net, twitter