Customer Service Workflow
Because your business aims to use Twitter primarily for marketing, you need to ensure that there’s good communication between the customer service department and the marketing staff.
Customer service likely already has its contacts among the technical staff and other departments, but the speed of response on Twitter requires much better workflow.
Creating Cheat Sheets
Your customer support staff probably already has a checklist of questions to ask people who need support. That “messaging document” explains what to do or how to handle certain situations, including answers to a frequently asked questions (FAQ) guide to reference.
You can use the existing documentation, but consider the following additions:
• Create a list ...