Best Buy adds "Social Service" to their resume.

You can find Best Buys Twelpforce (@twelpforce) on Twitter waiting patiently to provide additional customer service.

I see adding Twitter to customer service as a no-brainer. Give your call centres access to Twitter and while they are waiting for the next phone to ring they can be responding to tweets. Simple? yes. Cheap to implement? Yes. Used by most companies? No. Why not?