Brian Solis’s ebook on customer service provides some good examples of organizations using social media to reach out for customer service.
From the book:
“You can bet that for every inbound customer inquiry, that there is a significant
percentage of existing and potential customers actively discussing the same
topic out in the open, simply looking for guidance, feedback, acknowledgment,
and/or information. And usually, these discussions transpire without company
participation, leaving people to resolve issues and questions on their own.”
Some organizations mentioned: Southwest, Freshbooks, ACDSee