In 2008, Comcast, which had previously struggled with customer satisfaction, started providing customer support on Twitter [@ComcastCares] as an alternative to having customers wait in phone queues.
By tweeting, customers could watch the ComcastCares team actually trying and usually succeeding at solving problems. Recently the American Customer Satisfaction Index reported ComCast rose an impressive 9.3% in satisfaction. The only change, observed in the survey, was the team of 10 comcast support employees using twitter.
Happy tweeting. Happy innovating ways to help customer 🙂