You’re in step with the times and offer customer service through phone, email, Facebook, and Twitter. Someone is monitoring each channel and you have standards for response time.
Before you declare your system a success, consider this: are your channels interconnected? Does the person who answers tweets have the same (correct) information to share as the person who picks up the phone?
Having to offer customers multiple channels to reach you is a necessity and so is the need to provide the same quality service through each. For a great case in point that illustrates some of the inherent problems with multichannel customer service as well as tips for getting it right, read “Hotel Allegro, Get Your Customer Service Act Together: When Multichannel Goes Wrong.”