Twitter for Customer Service
The number one reason people leave an established business relationship is poor customer service. What can your business do to improve this critical aspect of customer relations? Why, Tweet, of course!
Just How Can Twitter be the "Ideal" Platform?
- Lightning Fast. When people have a problem, they don't want it solved later, or tomorrow, or anything resembling a delay. They want it NOW!
- Brand Image. Great customer service is such a novelty that it begets conversation. The Twitter world is one of the most viral of the social media platforms, so positive feedback about your company's customer service could go international in no time.
- Customer Interest/Team Involvement. Twitter is much more interesting to customers and employees alike, and it gives the team immediate feedback as to the impact they are having on the community (which also creates accountability).
- Cost Containment. Twitter customer service takes less time and costs significantly less than a traditional call center. Twitter forces short, condensed communication which reduces the time needed to resolve issues.
Realtime Tracking
- Monitter. Create a new column for each keyword you would like to track. Monitter updates in real time whenever these words are used on Twitter.
- Tweetbeep. Tweetbeep checks Twitter and sends you an email with all of the mentions of your brand. Also included are links so you can easily save the tweets and/or write a response to the poster.
Exposure, Exposure, Exposure
Great customer service is not passive, it is active. To get started, you need to let people know you exist. Post a "Customer Service via Twitter" button in a very prominent place on your website. Tweet your customers and let them know you have started handling customer service via Twitter. Ask users to follow you.
Respond Immediately
An immediate response that actually solves the customer's issue is the key to successfully using Twitter for customer service. If you find a tweet complaining about an issue, @reply asking if you can help.
- Watch your tone – don't be arrogant
- Don't tell them "You really screwed up!"
- Ask if they would like your assistance; then provide the information they need.
- Try to direct message someone who seems extremely upset or whose issue seems sensitive. Be sure you communicate you want to help them, and use a step-by-step approach that is easy to follow.
- @reply is the best method because there are no restrictions and it provides a transparent response to your customer. Others can see what you're doing, which will help reassure them and may even answer their question as well.
Be Engaged (In the Conversation!)
- Twitter is a communication platform, and people expect you to talk to them. Take time to chat.
- Build an image and identity for the brand.
- Even if you use a software to manage your Twitter customer service, you must supplement it with personal conversations.
Be Authentic
This one goes without saying. It's true in every aspect of business and communication. Customers can spot a fake, and it doesn't set well.
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The specialists at Pro PR Marketing have a plan to help companies with their Twitter marketing campaign. Visit our website for more information on this and our many other social media marketing packages.
