Twitter makes it incredibly easy for brands to connect with their consumers and for people to connect with other people of the same interest from all over the world. It’s why I still love twitter today. I love connecting with people in my industry, participating in chats like #BlogChat or #TourismChat, and tweeting about the big game with other fans from around the world. One of the other reasons that I enjoy Twitter is for the customer service that brands can provide their customers. I recently experiences this first hand. When my AT&T internet promotion expired, after getting no where by calling, I turned to Twitter. I tweeted to them and within an hour I received a response, saying they had me covered and to DM them. I proceeded to DM with them back and forth and finally receiving a fantastic new promotion. They provided great customer service right through Twitter.
Attracting new customers is even as difficult as getting them to remain loyal to your brand. If you want to keep them coming back and not switch their loyalty, then your brand’s customer support service has to be top notch. Twitter remains a top gun when it comes to engaging with customers.
Here are 4 ways brands can use Twitter as a customer service tool.
Be Transparent and Respond
When it comes to providing great customer service online, keep in mind that your customers are looking to be heard. If they’ve tweeted at your handle instead of messaging you directly, know that they are looking for some sort of response. It is important to respond to their tweet for the exposure that it provides your brand. One of the best ways to address a customer complaint or answer their question on Twitter is first to apologize to your customer for their troubles, then find a solution for them as quickly as possible.
Humanize Your Response
When dealing with customers over the phone, customer service reps fail to trigger personalized responses because they give scripted replies to customers when they interact with them. Brands must humanize customer responses over the phone and online. Customers love personalized treatment, as it will affect their buying decision. If the response is personalized, then the customer will feel taken to the brand. It will boost the consumers satisfaction and increase possibility of sales.
Take the Conversation to Twitter’s Direct Messaging Tool
Sometimes Twitter’s 140 character restriction can be extremely limiting when it comes to trying to solve a customers problem. If your brand receives a Twitter mention that is a compliant or some sort of customer problem, you want to @reply them and have them contact your via DM so you can address their issue. This will show other customers that you are invested in helping them solve their problem. By interacting with the customer through the direct message will allow you to skip Twitter’s character limit and have a fluid conversation with your customer without having to break up your messages. This will also help you keep the interaction out of the public eye. It will help you focus on your customer and communicate seamlessly with them without disruptions from tweets outside of the conversation.
Provide Important Tips to Your Followers
By providing your Twitter followers with regular useful tips, it will be easier to resolve their issues before they get out of hand. Your brand can do this by constantly investing time researching techniques and sharing information that will be useful to your customers. Brands are finding more ways to keep their customers satisfied, and the least you can do in today’s marketing world is be useful to your current and future customers. Never underestimate the power of using Twitter to make your customers happy and satisfied.
Twitter is a great platform where brands can interact with their customers and solve their problems all in one place. providing your customers with a great customer service experience on Twitter won’t be easy, but you will be providing them with value and growing your business.
