Best Buy's Twelpforce: An army of employee volunteers

Corporate Social Case Study: Best Buy

Best Buy has joined a growing number of companies using social media for customer service with their Twelpforce — but with a different twist: Employees from all across the company can volunteer to help folks on Twitter with questions, and it’s all aggregated under the single account, @Twelpforce.

Tweets from Twelpforce are attributed to the individual responding to someone asking a question, and it’s all coordinated under some very practical guidance. Here’s a blurb from their “Tips and Expectations” for Twelpforce volunteers:

Above all, the tone of the conversation has to be authentic and honest. Be conversational. Be yourself. Show respect. Expect respect. The goal is to help.

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