With the exceeding use of social media websites, there are many companies like Bank of America, Dell, Jet Blue and Starbucks that make use of these sites to handle their customer complaints, gather feedback and generate more sales

If you are unsatisfied with anything then you don’t actually have to create a mail or file any complain but you can simply create a tweet and one of the representatives on twitter will probably get back to you to solve your query. Bank of America has takes a real short time to answer back the queries and complaints.

The similar service is now introduced by dell. Dell will now be providing its technical support through twitter. So now if you have any complain or want to get any technical information instead of calling the customer care you can just tweet about it.

The social networking websites are used by millions of user throughout the world and support requests that emerge from such platforms are overwhelming. Dell like Bank of America is making use of a service called Service cloud which is an application based on web from salesforce.com that lets the company’s representatives to answer twitter based technical support tweets in matter of seconds. Twitter support is an application feature that can be added to the service cloud to use it.

Here is how dell uses this service?

If the customer is having some problem operating dell’s hardware, he would write a tweet about it and click a picture of the part (say camera phone) and post along with the tweet. This will help the dell representatives available on twitter to identify the product and will get to know about his location too.

The dell representatives monitor the conversation and look into the issue carefully to provide the customer with a satisfied answer. Dell has set up custom twitter searches inside Salesforce so that the tweets which are not directly addresses to Dell’s official account are also shown in the service cloud.

After this the Dell representative will create a new case with a click from the tweet. This will allow salesforce application to collect other information like customer’s location or pictures in the tweet and add it in the case.

The support then looks out for the appropriate solution and attaches it in the form of a document to the case. The representative will send the case with a hyperlink to refer an article explaining the solution to the problem.

This will allow the customer to look out for the response instantly. So, if you are having some troubles initializing your dell product don’t hesitate to tweet about it to get a swift reply.