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Social Media Examiner recently published an interesting post exploring the brilliant way in which Microsoft’s Xbox support team monitors off-colour (you know, angry, dissatisfied, and often vulgar) tweets in order to reduce support costs for the $58 billion dollar company. You see, foul-mouthed tweets are generally the first indicator of a major service outage. So, before the disgruntled calls and emails come in, the support team can catch an issue, and send the techies out to resolve it.

The pay off is two-fold. Yes, they’re saving money, but they’re also developing an amazing reputation for finding solutions quickly—so quick, in fact, that sometimes they remedy a problem before most users noticed there was one. This system seems to be working for them, considering the company just received a Guinness World Record for Most Responsive Brand on Twitter. And that’s pretty cool.

Full must-read story at Social Media Examiner.

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