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For more of the latest information on social media marketing, please visit our official blog page at http://blackboxsocialmedia.com/topics/blog/
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Customer Service through Twitter
You could be offering school and office
furniture like lunchroom tables or selling electronics such as audio-visual
equipment. No matter what the product may be, customer service is
naturally an essential part of any type of business.
Your relationship with the customer doesn’t end at the purchase, not if you want to continue building your brand
and sustain your business. Communication tools play an important role here, and one
particular social media platform called Twitter can enhance this aspect of
your operations.
Twitter Advantages
This online social networking service is categorized as micro-blogging. Just like blogs, it’s a channel for anyone to express their opinions and share
information except that you’re limited to short text messages.
As an online marketing channel,
companies use it to post their profiles and reach out to their target audience. Those very same features provide advantages that can enable businesses to cultivate relationships with their customers and manage a positive experience of their brand.
• Quick response – Customer service is essentially about solving problems and a critical factor here is how quickly you can respond. Phone and email are the traditional channels of communication
used for customer support. These channels can be slow, however, when compared to how fast your messages can get to your customers via Twitter.
• Immediate results – Your customers can just as quickly reply. This capacity
for immediate feedback is not only helpful in problem resolution, but can also boost your support team’s morale
and performance. They can immediately see how their assistance
made an impact on customers.
• Lower costs – Twitter is not just free, but also easy to learn and deploy. This
makes it significantly more cost-effective than maintaining a call center’s services or training and equipping a traditional in-house customer service department.
A Few Twitter Pointers
While Twitter was never designed for the purpose of customer
service, its features easily lend itself to such an undertaking. Here
are a few tips on how to use the platform to implement customer
support.
You have to first make it known you’re using this particular social
media tool for problem resolution. Place a prominent button on your company’s website and post your
announcements with an encouragement to follow you on
Twitter.
1. Establish your presence on Twitter
Know when to send public @replies messages and when to use direct messages. DM’s allow you to send
more detailed explanations and can reduce clutter on your company’s
Twitter stream.
2. Learn the features
You can put the names of the support
staff on the business account, use a combined photo of your face and your company’s logo as an avatar, and end your messages with your actual first
name. All this brings the Twitter conversation closer to a personal interaction and helps build trust.
3. Personalize your approach
As you consistently provide great
customer support on Twitter, the social media itself serves as a platform that can spread stories of your excellent services. It creates a positive feedback loop that
improves brand experience and generates new leads.
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