It is important specially for the service oriented companies to have a good no a great customer service. Most consumers now would love to be able to send their messages to the companies they support by busying their service and products through the customer service.
There is a new tool now that enables Companies with Twitter accounts to get feedback, recommendations, complaints, suggestions on Twitter via FollowBase.
Followbase is a real-time customer service & support forum for any company that uses Twitter. They scan Twitter and collect customer ideas, problems, questions and mentions of your company so you can share what people are saying and respond.
Claiming your company forum enables you to customize it, moderate, add employees to your team and much more.
This is a great tool to enable you to engage more with your customers and get feedback real time.