Is Twitter Part of Your Customer Service & Support Strategy?

Despite outages, Twitter can be a useful tool within the support strategy of your customer service department. Parature.com highlights a recent article Mashable writing, problem resolution - it's the main goal of customer service and Twitter provides a platform for a fast, easy response possibly in a single tweet; positive brand image - when someone receives service they like, they talk about it and Twitter provides a viral platform to spread the word which can lead to more sales and more attention; staff involvement - Twitter provides a more interesting platform for support representatives to serve the customer and provides immediate visibility into the impact they make; cost reduction - what every support organization wants and with Twitter it's necessary to be short and to the point reducing the time required to solve each problem.

If you're using Twitter, how can you take it a step further for a better integration between service and customer? We'd like to hear your thoughts.