Many of us early adopters have experienced the power of Twitter as a customer service tool.  Whether you just want to rant or you’re looking for results, Twitter has proven a useful tool for customers and companies who want to communicate better.

Now, Salesforce.com has added legitimacy to the concept of Twitter as a customer service tool. By integrating Twitter into their online customer management platform, they are helping position Twitter as a business tool that has tangible value.  It’s not just for fun anymore!

Companies like Zappos and Comcast have done a good job using Twitter to talk with their customers. That alone makes Twitter a wonder since Zappos and Comcast couldn’t be more different in terms of the customer experience they deliver and the relationship they have with their customers. Zappos has used Twitter to continue to engage their customers and build an increasingly loyal fan base. While Comcast has used Twitter as a customer service safety net, a back channel for service when the normal channels fail.