Many business chains have been using Twitter to access real time information and feedbacks from their customers. Starbucks and Jetblue are few companies that even respond to the customer’s question whenever possible. The new aged customer care would be enabled by twitter and salesforce.com. In other words, marry Salesforce software with the twitter.

The customer representative of the company can use twitter to search within the Salesforce’s services, and can import the thread of information from twitter to the Salesforce’s software. The customer problem can be effectively solved. If someone tweeting has positive feedbacks, then the customer can also reinforce the same for higher customer satisfaction and loyalty.

The real time access can help the customer care representative manage the customers well. The relationship management can be taken to a very different level with these kind of immediacy implemented within the company. The customer care managers can monitor their representative’s customer handling techniques. The quality of the customer care can therefore be improved.

Although, this idea if customer care is fast picking up, some may argue that the companies are only inviting bad word of mouth in public, which may sometimes. induce bad publicity.