@Twelpforce Answering Questions via Twitter

If you're a Twitter user, you've probably noticed the sharp uptake in companies creating accounts to allow access to an online presence. Here at Geek Squad, we have @GeekSquad, along with @GeekSquadHelp to answer questions about our service. Those won't be the only way you can speak to a Geek Squad Agent via twitter, though.

Starting this week, you may notice some new commercials from Best Buy talking about the new channel.

One of the first things that may catch your eye is that instead of having a link to the Best Buy or Geek Squad websites, this commercial features a link to a Twitter profile throughout: twitter.com/twelpforce.

So what’s different about this Twitter account?  For many companies online, customer service accounts are manned by a small team of representatives who specialize solely in dealing with questions and issues.  What Best Buy has done differently with @TwelpForce is to open up that access to any Best Buy and Geek Squad employee to answer questions while on the clock.

As a Geek Squad Agent helping out with the questions, it’s been an eye-opening experience at just how powerful the idea is.  I’ve seen and experienced hundreds of customer interactions since the launch, and it’s great to see how welcomed our help is by the public.

Since the launch, we’ve already seen a number of Twitter conversations about @Twelpforce.  Even a very positive review by TechCrunch , which calls it, “a phenomenal way to engage with Twitter users and social media in general.” Even Twitter themselves have commented on the program when speaking about business uses for Twitter.

Still, the best review is when you get a Twitter response from someone you’ve helped that simply says, “thanks for the help, every thing’s working now!”  I definitely look forward to more @TwelpForce twittering in my future.