Social Customer Service: Three Stages of Maturity

On April 2008, when Twitter was barely 2 years old, Frank Eliasin, a manager with Comcast’s customer support team launched Twitter’s first-ever dedicated customer support handle, @ComcastCares. A somewhat radical strategy at the time, Comcast’s move to social proved to be the first step in a journey towards embedding social into their customer experience.

Link: Social Customer Service: Three Stages of Maturity
via customerthink.com