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ISPs turn to Twitter to help solve broadband problems

BT, TalkTalk and Plusnet embrace micro-blogging

Web users that have problems with their broadband service and want it fixed instantly are turning to micro-blogging service Twitter, says Top 10 Broadband.

According to the broadband comparison website, ISPs including BT, PlusNet , TalkTalk and Be are currently posting up to 100 tweets a day in response to customers queries and problems.

Oli White, head of marketing at Be Broadband, said: "The most important use of Twitter is to open another communication channel between Be and its members, which is why we've linked our team on Twitter directly into our customer services.

"Twitter is a channel that's been adopted by a number of our members so it became pretty clear that it was a sensible thing for us to bring in to our business as usual because it's how they wanted to communicate."

Jessica McArdle, marketing manager at Top 10 Broadband, said Twitter allows ISPs to respond to faster and more efficiently than before.

"Companies see the public forum of Twitter as a means of showing thousands of existing and potential customers the standard of service they can expect."

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See also: 25% of firms suffer social-network phishing attacks

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