Why enterprises need a twitter account for support service?

Many many enterprises have their twitter account for customer support service. However, there still are some haven’t yet. I’d like to give the reason why they should have one.

• There are people, many many people there
• While you have numbers followers, you tweets will be spread in minutes. And, the spread is free
• You can interact with customer, and even potential customer
• Compare with traditional support methods (hotline, post, email, FAQ list and forum)
  • Traditional methods are peer 2 peer support; twitter support is peer 2 mass support. And it can even become mass 2 mass support. Say I asked a question to @tweetdeck and get answer from another follower instantly
  • Although forum can do same things. You don’t need to attract customer to twitter. They have been there
  • Public customer service can guarantee service quality. As the service is public to whole internet, enterprise must be very cautious on tweet response

Create a twitter account doesn’t cost much. But doesn’t do it will.