Companies managing their brand through Twitter increase their transparency to the public and their potential to strengthen the image and credibility of the brand.
Just as negative tweets quickly spread and destroy a company, positive tweets have the potential to influence integral components of brand management and customer service.
Here are 6 tips for using Twitter for customer service.
1. Getting acquainted
Think about some of the major tenants of good customer service and how they relate to Twitter. The primary goal of customer service is to help your customers resolve their issues.
Twitter is one of the fastest, most viral platforms available, giving it the capability to turn one happy customer into an international story. If it’s a small issue, a single tweet may be enough but for more complex problems, the brand can initiate a deeper conversation with the customer.
2. The dialogue
Track conversations related not only to your business but also the dialogue among potential clients discussing their needs. This can play a huge role in your marketing efforts because it allows you to tailor what your company offers to meet the individual needs you’ve witnessed discussed on Twitter.
Take the time to focus on what current clients are discussing outside of your own dialogue to gain valuable insight into what clients really want from you.
3. Provide value
It’s easier now than ever before for customers to research whether or not you are telling the truth. If they sense foul play, they will punish you by mobilizing and voicing their dissatisfaction.
When customers invest in your company’s products or services, they have certain expectations about what they should receive in return. Watch what your clients are saying and learn to anticipate their needs before they even make it known to your business. Preventative customer service will not only create loyal, long-term relationships but will also help cater your services to individual demands.
4. Monitor complaints
When monitoring Twitter, take note of tweets that focus on frustration and complaints that have to do with products and services in relation to your field. If the reasons for dissatisfaction are in areas where your company excels, than you now have the advantage of demographic insight.
5. Be responsive
Act quickly and be responsive when someone is expressing disgruntlement with your services. Remember that Twitter is a public forum, making it necessary to quickly acknowledge an issue and offer a resolution as fast as possible.
@replies work best because it provides a public and transparent face to your customer service. Everyone can see the conversation, thus helping others resolve problems they were going to ask about anyway.
If the problem is especially sensitive, try to directly message the client or give them a special email address or a personal phone number where they can contact you quickly.
6. Referrals
Word of mouth marketing is powerful. Ask users to follow you on Twitter and prominently place a button on your company’s main website to advertise that you are engaging customers in problem resolution through social media.
Using Twitter for customer service won’t work if nobody knows where to find you online.
Use Twitter as a customer service platform to promote a positive brand image and solve problems with less cost than phone or email services.
