Gone are the days when customer service takes ages to contact. You no longer need to cradle your phone on your shoulder for hours while waiting to be connected to a customer support representative, or wait days to get an e-mail response, or tediously wait in line at a service center just to get a solution for your pressing problems.
We are now living at a time where anything is just a click or tap away. Following the flow of things, it is only fitting that access to customer support should follow suit.
Hence, social media customer service on Twitter was born. And it is the best thing that ever happened for customer support.
And when you’re finished, take a look at our other Twitter guides:
Why Is Twitter Customer Service Important?
Twitter has become an essential platform for providing amazing customer service. Here are the reasons why:
- It Connects Everyone
Communication has been made easier by Twitter. It is now possible for brands and influencers to directly address their followers. Conversely, it is also easier for people to voice their issues directly to the concerned parties, even if it’s a multi-million-dollar company.
- It is convenient
Since people are on their phones or computers most of the time, going online to get help on Twitter is very convenient for them. No more waiting in line or being put on hold for ages.
People can go about their daily life and just check for the replies whenever they have the time.
- It Is Reliable
Whether it’s a simple inquiry or a major concern, customers can simply post a tweet, tag the brand, and expect to get a reply soon. This reliable process of getting answers satisfies customers a lot. The more satisfied and happier they are, the more they will support your brand.
- It Is Cheap
Twitter is a free service. Companies no longer need to spend on hiring call centers to cater to clients’ needs. A small customer support team can already effectively manage all queries on the brand’s Twitter profile. No need for expensive equipment either. Just a phone or computer and an internet connection is enough.
Clients are loving this new customer service strategy of getting their problems fixed. Twitter customer service is here to stay, and every brand needs to create a Twitter account ASAP.
6 Tips For An Effective Twitter Customer Service Strategy
Customer service is all about customer satisfaction. Here are the six things that you can apply to make sure you provide an excellent customer experience to upset customers.
1. Be Active on the Platform
First off, you need to be active on Twitter. Creating a brand profile but not reading and replying to customers defeats the purpose of having a social media presence.
The proper way to go is to create a dedicated help center profile separate from your main brand profile. This way, all client issues will be funneled to one account while the other account handles marketing promotions. Managing multiple Twitter accounts can be tricky, but it makes your work easier.
It’s also good to have a set schedule of business hours when you can actively address customer problems. Put the information on the Bio section of your profile for everyone to instantly see. People will then know when to expect a reply.
2. Always Reply
Answer every tweet, be it a simple comment or a raging tirade. Acknowledging all your clients’ posts makes them feel that they are being heard and that you are taking good care of them.
Twitter is a fast-paced platform. It is also of utmost importance to address clients’ concerns immediately. If the tweet falls within your set working schedule, people would expect to get their answers in a couple of hours. But if it is already outside your schedule, it is understandable to get delayed response time until your next active hours.
But customers don’t need to wait. Another good thing about the internet is the endless amount of information on it. You may simply add alternative contact info or link to a database or forum where they can have their issues addressed on your account Bio.
Another point to remember when you reply is to always give concise solutions. If you don’t have a solution, offer a workaround. The customers will appreciate you for not wasting their time.
3. Go the Extra Mile
People just love to be pampered. If your brand goes above and beyond to cater to your customers’ needs, they will definitely become your loyal followers. Here are some things that you can do to go the extra mile:
Post FAQs on your profile. Twitter users can simply search for a keyword regarding their issue and immediately get answers from the FAQ that you’ve prepared. This saves everyone time and effort.
If you cannot answer customer questions within the 280-character limit, provide supporting links and resources that they can use to solve their problems.
Always provide helpful replies, even if the question is not related to your brand. Your customers will appreciate the effort you put into helping them out.
4. Personalize Each Response
Tailor your answers to the customer. Use their name in your replies and directly address their concern. If sensitive information, like customer details, is required, use the direct message feature. It lets them feel that they really matter.
Even if the question has been answered before, re-word your response. Don’t just copy and paste it. A personalized response lets people know that you don’t just use automated responses.
If you can, include the name of the support representative who answers their queries. It lets the clients know that they are talking to and being helped by a human; which leads us to the next point…
5. Be More Human
Don’t send out robot-like replies that are a dime a dozen. Show your brand’s personality.
Converse with your customers and show some empathy. Have fun interactions with them. Crack a joke, post funny memes, use emojis, images, and GIFs to make engaging replies. If you made a mistake or don’t know the solution, just own it and apologize.
Talking with real people makes customers feel that they are getting to know your brand closely, and they will love you more for it.
6. Monitor Customer Feedback
Customer feedback provides you with valuable info on what you’re doing right and what areas you can improve on.
People love to give feedback, be it good or nasty. The important thing you should do is to acknowledge that you’ve read their comments and suggestions.
You won’t always be able to do what they want. So, just be transparent about what you can and cannot do about their suggestions.
The ultimate goal of customer care is to assist customers until they are fully satisfied. Follow the tips we’ve enumerated and just be genuine in your intentions to help. Taking good care of your clients ensures that your customer base will continue to grow.