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A company without Twitter for social customer service is like a bird without wings. Or maybe a bird with wings but no feathers. The point is, Twitter is an ideal social customer service channel, and companies that aren’t using it—and using it well—are missing out, not only on ways to take great care of customers, but to grow business by delighting them.

At one time or another, everyone buys something on the internet. For some it’s a 2:30 am purchase of a waterproof radio that sticks to the shower wall, and for others it’s a simple pair of pants. The point is, everyone does it, and everyone remembers their first time. If you’re like me, you approached your first online purchase with a little trepidation.

"Why is that aircraft in San Salvador?" A customer posted the message along with a photo of the plane's tail number on JetBlue's Facebook page.

We've always maintained a customer-centric approach to developing our software. That's why we're spearheading the use of live chat for digital customer service.