I say it all the time. Customer service is so important in social media. I recently cashed in on one company’s excellent customer service in social media, and I thought I’d share.

Due to some extenuating circumstances, I really needed to talk to my bank–Bank of America. I called them to no avail. In fact, I had to enter my card number twice, pushed the zero about 20 times only to discover it does nothing, and got hung up on three times. I was enormously frustrated. That’s when I took it to Twitter.

This was my tweet:

They responded quickly asking for the information they needed to look into the problem–in a DM of course. After that, they called me to sort things out. The representative I spoke to was very helpful. She canceled my card, overnighted me a new one, and assured me that no fraudulent purchases would come through. She later followed up with me to give me the FedEx information.

I’ll never go anywhere but Twitter for customer service issues with Bank of America. @BofA_Help knows how to navigate the social media space for customer service. They are prompt, which is the most important thing. They’re easier to reach than representatives over the phone because they monitor the conversation. Like Best Buy and Comcast, companies wanting to use Twitter effectively can learn a lot from Bank of America’s account.