Have you ever thought about creating a separate Twitter account dedicated to customer service? Research studies have been done showing that 30% of companies with a separate customer service Twitter feeds have received more than 198,000 inbound tweets in the last quarter, and sent out more than 82,000 support responses.
One way you can easily differentiate your business from competitors is through the use of exceptional customer service. If you have customers that are active on Twitter, than opening a Twitter account solely dedicated to customer service may be what gives you a competitive edge over rivals. Tweets can be sent at any time of the day and usually with quick responses, much more convenient than going through automated answering machines and waiting on phone calls for hours on end.
1. Use the speed of Twitter to your advantage: The last thing customers want to do is spend time waiting on the phone to talk to a customer service rep. Use digital customer service with the speed of Twitter to your advantage by replying to customers quickly. Not only will this take the bad taste of customer service out of customer’s mouths but it will wow your customers with the speediness of service you deliver. Zappos has a strong Twitter strategy with an account dedicated 24/7 to just customer service.
2. Don’t ignore Direct Messages (DMs): Whether we like it or not we are living in a digital age. Every time a tweet, Facebook comment, or Instagram update is posted it has the ability to affect your brand’s reputation, in a good or bad way. Many times businesses will ignore Twitter DM’s but, these are messages that should be taken seriously. Sure, any business has complainers but get back to them in a timely manner and give assistance/customer service through DMs, you may be surprised with their attitude change.
3. The power of the @ symbol: If there is a problem with one individual use the @ symbol. Not only will you personalize your service for that one person but it will show that you care about every single client. Use this to your advantage. Continue asking how things are working and check up on them. If there is a large widespread problem that is affecting all customers, tweet about it and then reply with the @symbol to follow up on the problem.
4. Help people that aren’t your customers: How can you help people that aren’t even your customers? Many questions are floating in Twitter that are within your niche. Answer them, but not directly with your company. This is a great way to take on new clients, showcase your brand, and exercise your knowledge. Many questions are floating in Twitter, find them and answer!