I like the way Best Buy has embraced and really understood the potential of social media as a way of communicating with customers.
This is an interesting one: consumer electronics retailer Best Buy is encouraging hundreds of employees to handle online customer service and company promotions via Twitter, even airing commercials not mentioning their own website but merely the URL of the profile they created on the micro-sharing service (two spots embedded below). The new service, dubbed Twelpforce, was debuted over the weekend but so far hasn’t garnered a lot of online buzz, let alone followers on Twitter (currently at around 1350). I’m sure that will change soon enough.
Fantastic or spamtastic?
If the response is friendly, personal and not clearly coming from someone interested only in trying to make a sale rather than being proactive about giving knowledgeable advice, I wouldn’t mind to be contacted by Best Buy employees on Twitter at all. Judging by the public stream of tweets, I’d say that this is exactly what they are doing, so kudos to them and Best Buy for thinking differently about online customer service.