How excited were you when your business went from selling 100 products a week to a thousand? To five thousand+?
When customers are willing to take our their wallets and purchase from you, it’s a good sign that your product is being perceived well.
But, along with increasing the rate at which customers purchase from you, comes the increased chance that they will run into roadblocks, issues, or frustrations. No matter if you sell your products online or in-store, there’s no better place to bring on the customer service than by using social media.
While there are a plethora of social media platforms out there, Twitter is by far one of the best tools to use. With more than 500 tweets sent out per day by over 230 million active users, Twitter is the place to be if you want to get your message out quickly and easily.
Why does Twitter work as a customer service tool, though? Well, think about it: It’s easy to use, quick and to the point, and simple to track. When your customers are having problems, they often turn to social media to voice their concerns. However, when you use Twitter as a way to solve these concerns, you’re on your way to becoming their favorite brand, even if they’ve had problems.
When you’re ready to use Twitter as a customer service tool, check out these tips to ensure you’re tweeting your way to success:
When customers are having problems, you need to address them quickly. This is how you stop them before they escalate. The beauty of Twitter is the fact that it can used to respond to these problems in real-time. However in order to do that, you need to be fast.
A great example of a company who’s on their feet is Dunkin Donuts. While the coffee and donut powerhouse doesn’t have to respond to customer service issues on Twitter, they make an effort to do so. And they do it quickly. For instance, recently, a customer had an issue with their food and tweeted their concerns. Dunkin Donuts responded in under 30 minutes with a call-to-action to alleviate the situation.
Consider your demographics
While you may work in an English speaking country, consider the fact that not all your customers speak the language. So, if your product or service happens to reach other countries, what’s the best place to help them with issues? Twitter. Not only is it fast, Twitter supports more than 35 languages. This makes it the ideal place to deal with customer service issues on a global scale.
A company doing this right is Amazon. While the e-commerce company has a Twitter account, @AmazonHelp, just for customer service, they also use it to reach all audience members.
Most recently, you can see Amazon solving problems in German.
Again, giants like Amazon don’t have to do this. However, the fact that they go the extra step and cater to all demographics, not just those in their home base, solidifies their place as an admirable company.
Give constant updates
Let’s say your brand had a major product meltdown. Maybe a popular product had a defect. Perhaps it was harmful to children. Your technology may have even made people late for work. Whatever the case, it’s important to give your audience constant updates, particularly through Twitter. Plus, if you use specially formulated hashtags, it can make it easier for your network to follow your updates.
Airlines have to face cancellations or delays during the winter season. They don’t stop operating though, and companies like US Airways give constant updates to their customers.
Most recently, US Airways tweeted updates in regards to a winter storm in the northeastern part of the United States. The airline even tried to help stranded passengers to rebook their flights. By using Twitter as a customer service tool, the airline provided passengers with constant updates during a time when information could have been scarce of up in the air.
Track the conversation
Twitter is a great way to track the conversation’s of your followers. Why is tracking the conversation important? You should obviously know what’s going on, right? Consider the following: Your website could be down and you may not know it. Orders may not be going through. Promotions may not work. Your customers could be really angry. Need I say more?
You can use different tools to track the conversation on Twitter. From doing it manually, to using HootSuite or TweetDeck, tracking conversations ensures you know when things are happening, where problems are arising, and how many are having issues.
Next time you want to reach customers, try using Twitter as a customer service tool. While these are just a few suggestions, I’d love to know how you use it. Let me know in the comments below!