Can Twitter be a customer service tool?

A big NO

YES!

Twitter, as everyone knows, is a fantastic B2C communication tool, helping companies to connect, engage and interact with their followers and customers.

One of the advantages of Twitter’s readily available communications network, is that customers can directly contact companies by including their Twitter handle in tweets.

1. Respond To Mentions

2. Be Polite

3. Always Respond

4. Be Proactive

Depends on business nature , in Web Hosting Business there is many companies using Twitter actively to update there servers status , like few months ago popular Wordpress Host WPEngine is completely down and there users getting all updated information regarding issue from Twitter , so its totally depand on your work nature 

May Be! Depending on what to tweet and when!