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Twitter for Customer Service

|Includes: BAC, CMCSA, HRB, United Parcel Service, Inc. (UPS)

This post was written by CMR Senior Analyst, Ben Cavender

Next time you have a problem with your bank, or your phone company, or your cable company and you find yourself listening to looped lounge music through your phone or talking to a customer service rep who clearly lacks the authority to deviate from a script and actually solve your problem consider Twitter.

After struggling to figure out how to make Twitter useful many companies are now using the service as an alternative means of providing customer support and addressing consumer issues.

UPS (NYSE:UPS), Skype, Comcast (NASDAQ:CMCSA), H&R Block (NYSE:HRB), Bank of America (NYSE:BAC), and Virgin America are just a few examples of companies with corporate Twitter accounts set up so that they can monitor the pulse of customer opinion on the Twitter network and so customers can get online help from a real rep and so far consumers seem to like the service.

It might not be the perfect solution but companies like JetBlue @JetBlue which have really focused on customer service seem to be making an effort to use Twitter as a means of sharing information about special deals and as a way to actually help customers.  Almost 600,000 people follow the JetBlue Twitter profile so something is working.  Expect to see much more of this in the future.