With increasing advancements in technology, customer service has taken a whole new turn. A number of doors have been opened for you to service and support your customers. Any businessman would know the importance of customer service. A business providing excellent customer care is always liked and appreciated by others. The process of word-of-mouth publicity speeds up. Twitter can be an excellent platform to service your customers in your business. Let’s check out how and why to use Twitter for customer service.
- The speed of response makes Twitter a perfect match for customer service. The problems and the queries of your customers can be solved very quickly as Twitter conversation exchanges are very fast.
- Going viral on Twitter is very easy. If you provide great customer service, then there are much greater chances of you and your company to go viral. People will definitely talk about you if you satisfy them quickly and easily.
- And there’s always money involved in any business process. Using Twitter for customer service is less time consuming and cheaper than call centres and emails. Direct solving is required in Twitter which takes less time.
Below are some of the techniques which you can use to provide excellent customer service in Twitter:
Tell them I am Here:
How can people ask you questions unless they know that you are there to solve their queries? Ask your customers to follow you. Place a Twitter follow button on your website and advertise about your presence for engagement. Promote about your customer service engagement in Twitter.
Lightning fast response:
The success of a customer service majorly depends on the speed of their response. Twitter provides you the facility to provide quick response in return to your customers FAQ’s. Avoid being rude. Answer them gently with utmost care. In case of urgencies, direct message them and if possible, provide a personal mobile number. Let them know that you are there for them and their queries. You cannot make a customer wait for more than 6 minutes. Brand reputation is maintained with this practice.
Personalize their experience:
One of the best things that you can do is by personalizing the conversation between you and your customers. Face to face interactions are the best. Personalize your Twitter profile to enhance your customers’ experience. Engage in DM conversations.
Follow your customers:
It is a good practice to follow your customers as soon as they follow you on Twitter. This allows you to start up the to and fro process of direct messages between you and your customers.
Appreciate your customers’ concerns over your product. Include a “Thank you” note in your DM. Do not offer an incentive or a discount for this. This reduces the authenticity of your conversation.
Ask them how to improve:
Twitter is an excellent networking site to know your company’s strengths and weakness. Ask questions on your working. Better, prepare a questionnaire for them to fill. Do not be rude for any negative feedback; instead thank them to make you identify such loopholes. Generate a “How can I help?” attitude with your customers. It engenders trust, loyalty and commitment within your customers. Doing this will help you identify your strengths and fix your weaknesses.
Tell them about other service centers:
Inform them about your other customer service centers/plans with the help of Twitter. Let’s say, you have your company settled in New Delhi with service centers all across the world. You can tell a New York based customer that you have a service center just at the end of the road. Yes, you can also do this with the help of email, but speedy response is what makes Twitter successful.
Many companies are yet to identify Twitter as a customer service platform. In my opinion, you cannot get a better place than this.
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