Customer services is a 24/7 aspect of every business. At the core are the customers and as you’ll know, people can be demanding. Especially when they’re greeted with poor customer service, an order delayed in the post, or worse still – unable to be processed.
They want answers, and the quicker they can get their questions answered, the better.
That’s why Twitter handles for customer service amplify your customers’ experience. They don’t have to phone premium rate customer services numbers, press one here, two here, four at the next option and jump through hoops to get through to someone in customer services who can help them with a problem.
More businesses are taking the leap to extend the real time benefits of conversations on Twitter with a dedicated handle for customer services.
Have you the seen the TV advert for the Nationwide bank?
There’s the brand name in there and moreover, it’s a strengthened access point for people to find the business in search.
That could be someone just looking for general information, perhaps about interest rates, types of accounts etc. Right at the stage of someone researching, up pops a listing on the first page of search results for ‘asknationwide’ on Twitter.
If you don’t know about something, who better to ask?
The company themselves, and they can reply public or they can send a DM right to your inbox.
It’s easy for the customer, and when the customer experience is made easy, it leads to improved customer service.
That’s just one example, but we go can much further and tell you the key aspects you need to make a Twitter customer service handle work for you.
1. Fast responses
Twitter is real time and users expect replies fast. That’s the case for larger brands when customers expect a dedicated team of support staff to handle Twitter inquiries. For smaller sized businesses, people just appreciate the acknowledgement, even if their problem isn’t solved right away. Just knowing it’s being dealt with is enough to improve that customer’s perception of a company.
It only takes a response to your mention to ask the customer to DM an order number they are querying, and then you can move forward to resolve the issues.
If you’re phone lines are ringing off the hook with support queries, you may want to introduce a Twitter handle to minimize your overheads and improve customer service in the process.
2. Simple is the way to go
Not all businesses exclusively operate in one niche area. Big businesses move an inventory of products. Apple, Nike, Adidas for example which are all multiple product vendors.
If your business caters to a diverse customer base, or perhaps set up with a headquarter division, and then sister businesses to separate your products and service… simplify the customer service experience with one twitter handle, dedicated to customer support for the entire product range.
Don’t leave it to the customer to figure out on their own where to go for support. Dedicate a handle for all divisions, and let your staff divert the queries to the appropriate department.
The less hoops the customer has to jump through, the better it will be all round.
3. Manage your presence
Brand reputation is everything these days, and if you can’t find the time to manage your reputation online, then be sure that you have safeguards in place to know what’s being said and when.
Social media handles can be monitored, so you know the instant someone mentions your brand name, or any associated names of your company. When you know that, you can immediately get aboard the conversation and control the reviews that appear on Yelp and similar sites.
You can’t improve when you don’t know where to improve. Listen to customers, engage with them, and let them know there are real people available to help wherever and whenever possible.
4. Be knowledgeable about your products and services
This goes without saying, but for customer service to excel, the people behind the tweets on Twitter, should be knowledgeable about the product range.
This is the stage that those with the budget will employ staff in-house and teach them about the products, but for a smaller sized business, that’s likely to be out of the question.
The way around this is to outsource a part of your social media management. Just having people there to update service status, provide general advice, and when the expertise is required, they can get in contact with the appropriate department or person to bring them in on only the conversations they need to reply to and not waste productive time on the issues that don’t need dedicated support staff.
Opening times, what’s on the menu, delivery times, can you do this? Etc. All general queries that don’t really need your in-house team devoted to.
With Twitter being in real-time, it really is a solution path for many businesses to utilise and begin to excel in customer service, boost their fans, and receive rave reviews by providing fast and easy access to customer service.
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