Customer Service On Twitter

Customer service can really influence some serious negative or positive influence emotions towards a Brand. Customer service is definitely to help the customers, however long wait on phone just connect with customer service representative, long holds, impersonal emails can cause serious damage to Brand.  Just to prove their efforts and proficiency Brands have started using terminologies which can really turn off the consumer. This is not how customer service should be.

However for some companies who are very serious about their Service Standards, social media has really made it possible and opened new ways for them to connect with their customers and engage with them for effectively, solve their problems and definitely build goodwill for their brands.

And there is no Secret that Twitter is one of the best and most preferred medium for brands to connect with their customers.  It has definitely become an integral component of Brand Management and Customer Relationship Management.

Only if one knows how Twitter can transform customer relations, it can be substantial for reducing cost and improving Brand’s image.

Today more and more Business whether Small, Medium or Large are hopping in Twitter Bandwagon.

Today let’s talk about why Twitter is becoming an integral part of Customer Service on Social Media Platforms.

1)      Problem Resolution: Addressing and resolving someone’s issues is the key practice in customer service. No doubt conversation over the phone also helps in resolving the issue, however long time to connect with representative and then long holds can really turn off the customers. At the other end Twitter is absolute fast and solve the problem quickly. If the issues is small, single or two tweets are enough, however if the issues is major a brand can share more tweets with customer as a part of conversation and help in resolving the issue.

2)      Enhance Brand Image: Twitter is one of the most Viral platforms available in Social Media. One happy customer can be your advocate and spread your brand positivity like a viral on internet. Great customer service really gets attention and can generate more business for an organization.

3)      Staff involvement: If the team itself is not interested in helping the customers, they will never be able to provide customer service at Par. Twitter not only is an interesting platform than phone or email, it also gives staff a better picture of their impact on their customers.

4)      Cost reduction: Setting up fully fledged voice based call centre is much costlier than customer service through Twitter. With Twitter there is no room for beating around bush or unnecessary long conversations, it’s always to the point and short which definitely reduces the time spent on resolving the issue.

5)      In Detail Tracking: There are many efficient tools available that can track conversation and brand reputation through various keywords related to your Brand.  What people think about initiative? What is the negative or positive influence about your brand? Everything can be tracked in detail with keywords related to your business.

6)      Customers Feel Your Presence: There are only 2 approach that defines customer service, once is “Proactive” and another one is “Reactive”. Being on twitter and advertising that you are trying to engage with your customers to resolve their problem is definitely “Proactive Approach”. You can place a button on your website which talks about your customer service presence on Twitter, because Twitter won’t work if no one knows where you exist.

7)      Quick and transparent conversation:  Quick and quality of response can really drive brand image.  If you find any customer raising an issue, you should quickly and proactively approach and @reply them by asking if you can help. The content of your @reply should be well drafted, because it’s transparent and easily accessible by public, others can definitely see what you are doing with your customers.

8)      Personalized conversations: Twitter provides a platform which really personalizes your approach and conversation with your customers. Twitter definitely is an opportunity to build brand image and identity. Through your tweets people will come to know about what cool things your company has done, its achievements, values, value for consumer and lots of fun the brand brings. Hence always ensure that you personalize your tweets even if you use Software to manage your Customer Service through Twitter.

9)      Creates Excitement and Authenticity of your Information: Sneak Peak of your contest, launch and other information on forthcoming events can really excite your customers and keep them engaged with your Tweets. It really helps your customers to research whether you are telling truth or no. If no their anger goes Viral through their Tweets and if yes, it again goes Viral through their Tweets.

You can definitely add some more points to it, keeping your experience and learning into consideration. Here I tried to use one of the most common reasons that made Twitter as one of the most preferred platform for Customer Service through Social Media.

 Love you all

Mohit Laamba