Social media customer service: What are my opening hours?


Share on LinkedIn

I often get asked or hear the question being asked at conferences or roundtables about social media customer service: We’re on Twitter, do I need to be on there 24/7?

I am not sure why this question gets asked. Opening hours have very little to do with Twitter, but a lot to do with how a company not only views its customers, but how they wish to engage with them.

Whilst some companies have made the transition to call centres which are open 24/7, the traditional 9-5, 5 day week legacy still dictates opening hours for the majority.

If you do observe your customers, they will tell you how long you need to be on Twitter for, and if your hours don’t fit in with your customers, just let them know when you will be on and what they should do if they need to contact you outside of your stated hours. Customers won’t mind when you’re open, as long as you inform them.

At a recent conference a customer service director for a travel company told the audience that the peak times for buying tickets was a Sunday night. How many call centres do you know are opened on a Sunday night?

Ultimately, if you’re going to ignore the answer anyway, save yourself from asking the question.

Republished with author's permission from original post.

Guy Stephens
Guy is a social customer care trainer/consultant who has been in the social customer care space since 2008. He is also the Co-founder of Snak Academy, which provides online social customer care microlearning for individuals and SMEs.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here