Cablecom, on of the two biggest Internet Service Providers in Switzerland just started to support their customers on Twitter. With the account @cablecomwebcare the Cablecom has launched a testphase of two months to see how well this goes for them and their customers.
The process is simple: You follow the Twitter account @cablecomwebcare and the team will follow you back. Once this has happened you can send them a direct message with your contact details and your problem and they will contact you.
I also strongly suggest they are actively tracking and searching the Twittersphere for problems. And maybe use the account for very important news or updates.
The next logical step would be to search for problems and directly contact the person. This might be a little tricky, but would for sure create some feedback and reactions among their twittering customers.
Update: It looks like the @cablecomwebcare approach is a copy of the parent company’s Twitter account @UPC_Webcare. That account is active for quiet a while and seems to have great success. At least 6 people take care of any customer problems.
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