How To Use Twitter To Master Digital Customer Service

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Source: Beneficial Life Insurance

    Twitter is known for its short and sweet messages and is one of the more efficient social media channels for customer service. Recently, Twitter increased its character limit to 240 from 140 and this makes a huge difference in how companies can communicate with their customers. Before this update, abbreviations made it a bit challenging for less social media friendly folks and at times turned off potential clients.  As a business owner, you know how important it is to keep your customers satisfied. This post is going to focus on Twitter and how you can utilize this channel to keep your customers happy and attract potential customers to your business. 

   When your company chooses to create a Twitter profile, you're opening the door for positive and negative customer feedback. People often use Twitter to get your attention and they expect a prompt response as opposed to calling a customer service representative or sending an email. It's good to keep a few things in mind when you're tweeting with your customers.

Information

    Whether the customer has a simple question about your business or if they want to work for you, either way they are reaching out to you for answers. It's important to have general knowledge about your business practice to answer simple questions and move the conversation to Direct Messaging if the matter is private or personal. Guidelines should be established and accessible to your Social Media Manager/Team to effectively answer customer questions and concerns.

Feedback

     Feedback is a two- way street and positive or negative feedback should be taken very seriously on Twitter. In most cases, a customer will send a public tweet to your page to get your attention about their experience with your company. Each tweet should be treated respectfully and dealt with in a timely matter. Typically, the rule of thumb is the sooner the better. Your response should be unique and address your customer's feedback appropriately. Be cautious when dealing with negative feedback as it could easily backfire on your brand. Take these tweets with a grain of salt and lookout for customers who just want to complain without seeking a resolution.

 Community

     Twitter provides a great opportunity to create a community of brand enthusiasts. Launching a promotional campaign for a product or service is a good way to getting the conversation going about your business. Social media is meant to be social so don't be afraid to talk to your customers. Ask questions, make a poll or share information that matters to them to create a positive social environment. Once your customers are comfortable engaging with your brand, you'll be able to promote your business in a more relaxed setting.

Wrapping It Up

     We adore Twitter for its friendly and direct messaging as well as its customer service abilities. Although customer service can be utilized on other social media platforms, Twitter provides organization and flexibility for all customers alike. Keeping in mind that customers use Twitter to provide feedback, seek information and be part of your brand community, this channel can help your company stand out from your competition in many ways.

K&G Social Canvas LLC specializes in social media customer service and we would be more than happy to help you with your social media needs. Let us know what you think and stay tuned for our next social media post.