After being on Twitter for barely two weeks, Bank of America's virtual helpdesk seems to be making a good first impression on some users. If the often-cynical readers of consumerist.com are happy with it, then it looks like BofA has figured out a good formula for using this particular social networking tool.One point brought up in the comments section of that blog was what separates the caliber of employee on BofA's Twitter helpdesk from people in other channels, like contact centers and branches. My guess is at this point, BofA has to put its best foot forward and is using its a-team for Twitter interactions.
Still, it's a good sign of things to come. Twitter could prove to be a very cost-efficient channel for serving customers with problems.