Utilizing Twitter to Provide Customer Service
by Editorial Staff -
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Providing customer service have been associated with unfriendly phone operators, who seems to take all the time in the world to see through your calls or emails that hardly solve your query. But with the advent of Twitter, customer service has undoubtedly become refreshingly friendly.
Twitter has given a new dimension to customer relationship. Apart from providing the much needed timely customer service and cost reduction, it also helps in building a brand image.
So, why is it that Twitter can be a perfect place to extend customer service?
Unlike other customer services, where one has to wait to make a call to the customer service representatives, through Twitter services can be provided in quick time. Your name and service also reach many customers pretty fast. When other users come to know about your prompt service, they spread the words and hence your sales get a boost.
Extending your services through Twitter is cheaper than setting up a call center. Mind it; one can communicate by using up to 140 characters only. Hence, the message has to be short and specific. As a result, the problems are also addressed in lesser time.
This innovative way of providing services via Twitter is interesting both for the customers as well as the service provider. This also gives professional satisfaction to them, as their efforts are quickly reflected on Twitter.
Keep a tab of your reputation
In order to provide impeccable customer service through Twitter, keeping a tab on all the exchanges taking place regarding your brand or the company is important. By keeping a track of the keywords of your company’s information like the name, nick name and product names, you get to know about the people’s opinions regarding your company. You can use tools like Monitter to track multiple keywords in a page. Similarly, you can get email alerts when ever your band is mentioned.
Be readily available to your Customers
The key to providing effective customer service is directly related to your availability to your customers. That is, your customers should be able to contact you immediately when the need arises. So, propagate it through your company website.
Address the problems of your customers fast
If you happen to come across the complaint of a customer, while tracking your brand, attend to it immediately. First, extend your help to the dis-satisfied customer by using the @replies. And if the issues involved are complex, give him your phone number and email to take up the matter.
Since @replies is a public domain, it is a smart way to interact with customers as you can reach out to a vast number of customers through it. Customers coming across your tweets also do get to know how to resolve their issues. This saves you time.
Use Twitter to build your reputation through interpersonal relationship
Apart from providing an effective platform to address customer complaints, Twitter also gives you the chance to build your brand image and enhance your reputation. Attract your customers by re-tweeting about the smart and timely resolve of any service-related problems, your company’s success, and building a personal relationship with your followers.
Many reputed companies including Comcast, Ford, and Southwest Airlines have been able to build up a thriving brand by effectively addressing customer service problems through Twitter. This has also been a cheaper option compared to emails and telephone.
Twitter has surely opened up a new horizon as far as customer relationship is concerned. So, reap the vast benefits it offers.