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  • Jeremy Pepper, PR Manager, Boingo Wireless (@jspepper)
  • Ed Terpening, VP of Social Media Marketing, Wells Fargo (@EdTerpening)
  • Frank Eliason, Director of Digital Care, Comcast (@comcastcares)

People don’t go to Twitter for customer service. Customer service goes to them via Twitter.

40% of twitterers say the way a brand utilizes twitter affects perception of brand.

Best tools for customer service on Twitter:

  • PeopleBrowsr
  • Radian6