Perhaps email isn’t yet dead, but there’s an increasing shift toward using Twitter for customer services. An example of this comes from UCAS who provide application services for UK higher education providers.
UCAS state “We’re committed to delivering a first-class service to all our customers. Our dedicated teams pride themselves on going above and beyond expectations.” It’s a sign of the times that there is are no email addresses published on their Contact Us page, with students encourage to get in touch via Facebook and Twitter.
Confirmation of a shift to Twitter from email for answering questions and dealing with customer services comes from a tweet in reply to a request for an email address.
@ucas_online dear team, I wanted to ask if you had an email i could write to for inquiries. It would help a lot. Thanks 🙂
— perfect is overrated (@petti_rosso) September 11, 2014
@petti_rosso We do have an email address (webenquiries@ucas.ac.uk) but you’ll receive a response on our social media channels quicker *SF — UCAS Online (@ucas_online) September 11, 2014
Twitter has lots of advantages for both the business or organisation providing customer services as well its customers. To find out more and to learn how you can use Twitter more effectively, please get in touch.