“Lowering the barrier to interaction means that you can elevate your customer’s experience one tweet at a time. At the end of the day, customer support is only about making the road to success as easy as possible for the customer.
If you’re in the midst of the “Do we offer support via Twitter?” debate, you should read the entire article. But this part really caught my eye.
Whenever you’re making changes to your customer experience, focus on “lowering the barrier to interaction”. If your customers are asking you questions on Twitter, be there to answer them. If your support ticket form has ten fields, slim it down a bit. Customers will never complain about it being too easy to get in touch with your team.