I wonder why other companies don't take a page out of the Zappos play book of giving Customer Service. It is amazing to me that so many so called cutting edge organizations are behind the times when it comes to Customer Service and Social Media. These items below should be mandatory for every Customer Support organization.
1. Create a Support Twitter account. Update at the beginning of every shift with the person who is monitoring the account. For example Hi this Mike I look forward to speaking with you all today.
2. Create a Facebook page with a like button. It is simple HTML that can be added to any existing page. When someone likes your page it goes viral. Then more people will like it. Use the discussion board on the FB page. Open it up to conversation. Get ideas from your customers and respond to them.
3. Monitor Twitter, blogs, and the internet on what is being said about your company. If you can't invest in these tools then at minimum create a google alert or use Tweet Deck. If you can then invest in any numerous amount of tools that will crawl the internet and integrate into your CRM. Sales Force has a few open API's that will integrate.
This is just a few ideas off the top of my cerebral. What more do you have?
Michael
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