Smart and savvy business owners and marketers are taking advantage of social media not only to reach new prospects and customers, but also to support customers that have already made purchases. Using Twitter as a customer service tool is one of the savviest approaches to customer service, and also provides customers with a memorable experience, while simultaneously advertising your brand.
Since the majority of consumers are more likely to recommend a brand that provides a quick and effective response on social media, we will help you understand how to best advance this task by supplying key tips and insights on how to use Twitter as an effective customer service tool.
5 Tips on Using Twitter as a Customer Service Tool
— LEGO (@LEGO_Group) September 14, 2012
According to information published by the advertising industry, 67% of Twitter users are more likely to purchase products from businesses and organizations they follow on Twitter. Additionally, 94% of Twitter users make purchases from their mobile device, and utilize Twitter to make their purchasing decision. One of the best ways to increase your online conversion rates is when questions about your brand are quickly answered and resolved on Twitter, which is why Twitter can be a powerful tool to not only improve customer service, but also in beefing up your overall marketing efforts. For example, a potential customer is drawn to your brand and begins to review what other customers have said about your products on Twitter. This customer may even interact with others who have purchased products from your brand in the past, and received positive feedback, which leads to a purchase. However, their order is damaged when they received it, and the customer contacts your brand’s customer service department via Twitter. A customer care rep responds minutes later with information on returning the product, and guarantees that a new product will be shipped overnight. Your company even offers to resolve the situation offline if needed with an in-depth conversation rather than a difficult-to-follow conversation on Twitter. This is how you recruit loyal customers that will continue to purchase your products for years to come. But customer service shouldn’t just be limited to live interactions on Twitter, it should be the foundation and mission statement for your entire business. 5 Tips In providing 1st Rate Customer Service on Twitter 1) Rapid Response Time
Response time is crucial in providing optimal customer service. According to one study, 71% of consumers are more likely to recommend a brand that provides a quick and effective response on social media. Studies have shown that 42% of consumers expect a response within one hour when they contact a brand on social media. In an airline study, Twitter found the quicker an airline responded to a user’s Tweet, the more money the users were willing to spend. Note how Airbnb answered the above question within the hour.
2) Use a Dedicated Customer Support Handle
Interacting with multiple customers on Twitter can become very complex and confusing. As a business, you should use a Twitter Dashboard, and a separate Twitter Handle solely for support to eliminate your Twitter feed from being filled with customer issues and complaints. If you notice Airbnb has both an @Airbnb handle, and an @AirbnbHelp handle. This will keep any negative items away from your branding handle and in the customer support handle.
3) Provide a Personalized Experience
Try and become well acquainted with your customers. Send notes to Twitter users you interact with, and then share those notes among your entire team to provide a more personal level of service.
4) Be Quick to Acknowledge Negative Feedback
Ignoring negative feedback about your company can be very damaging to your business. Use negative feedback as an opportunity to correct any of your company’s shortcomings and improve your business. According to Twitter, users who receive a reply regarding negative feedback are more satisfied with their service experience.
5) Use Direct Messages For Private Information
When discussing personal information related to your customers, such as emails, phone numbers, addresses, billing information, and usernames, always use Direct Messages to keep your customers’ personal information private.
Put Twitter’s Customer Service Tools To Use
Twitter now offers Customer Direct and Customer Service Feedback. The first allows you to take a public conversation private in seconds…eliminating any potential damage done by a customer service issue, and allowing you to get sensitive information from your customers privately and safely. The second lets you ask your customers for feedback in a quick and easy way. You can get more info on these amazing tools by clicking here.