“Companies that deliver excellent customer support do so in the channels where their customers are.
If your customers are avid email users, then you’ll need to provide great email support to keep them happy.
If they’re more active on Twitter, you’ll need to be accessible to them there.
The same goes for every channel. And there are probably more channels than you think.
Great points from Len in this one. Anywhere your customers are, you need to be listening. Even if you don’t provide full support via Twitter, you need to watch for customers that reach out to you there. It’s fine to redirect them by saying, “Hey, can you email us with that question?” It’s not fine to totally ignore them when they’re asking for help.