This blog has spoken before about the importance of having a Twitter service that can communicate with subscribers in a way that enforces better connections with customers. Online customer services of this kind can cut through red tape and help your sure-to-be appreciative respondents feel like they can actually get real results from your company. Not only that, it can also be a solution to miscommunication problems.
Kaiser Health News recently ran a story about an insurance company responding to a customer message, much to that person's surprise.
The source describes how Aetna Healthcare's official customer help channel on Twitter saw a tweet written by a concerned patient who was being told she needed to pay $7,000 for a particular treatment. Though the feed was not tagged via an "@" reply in the original post, the response line was able to detect the message and responded to the concerned patient, informing her that she did not actually need to pay this fee.
In addition to this kind of corrective intervention, social media can offer a means for doctors to respond directly with the families of patients, as the Boston Globe reports. Brigham and Women's hospital recently organized a live chat for medical professionals to communicate with their patients, and this could be just one way in which the services that control customer interaction can act as a kind of facilitator for conversations.
Setting up an answering service or other kind of professional means of message response can take time and involve many different combined platforms. If your company is just starting to expand into this area, it can look to experienced industry providers to help learn the ropes of this increasingly necessary component of business.