Customer service isn’ t what used to be thanks to social media.
And for consumers, that’ s a good thing.
Think about it.
Nobody provides time to sit on hold for an hr or spend days stuck within an endless email chain to get their particular questions answered anymore.
Fast forward to provide day where time is of the particular essence. According to Sprout’ ersus 2018 Social Index , nearly half of many consumers have taken to social media to boost questions and concerns to manufacturers.
And also a bulk of that back-and-forth happens within the Twitterverse.
That’ s why having a cement Twitter customer service strategy is a must-have for brands who want to keep their particular customers happy.
Why Twitter Customer Service Issues
Even though Instagram and Facebook may be the many pressing networks for marketers at the moment, Twitter remains one of the top techniques for customer service.
In fact , our data implies that 21% of consumers prefer Twitter in order to traditional customer service channels.
Consider for starters that will customer service on Twitter is brief and to the point. The platform’ ersus character limit keeps people through mincing words. In short, Twitter stimulates you to immediately get to the root associated with any potential issue.
Additionally , anything that occurs on Twitter is in the open up for the world to see. This means that there’ s a microscope on manufacturers as how they treat inquiries is completely front-facing.
To help your business maintain a cheerful face and keep customers from jumping to competitors, we’ ve outlined the must-haves for an effective Tweets customer service strategy below.
1 . Set Up a client Service Dashboard
Reality check: if you’ re haphazardly replying to brings up and interactions with customers, you’ re going to have a tough time.
Let’ t say that a couple of customers totally place your brand on blast.
Who’ t going to respond to them? Who have a person already spoken to? How do you understand who you’ ve @’ deb back and who you haven’ to?
This is the reason having a dedicated Twitter dashboard is really a total lifesaver.
Don’ t lose clients due to lack of organization. With a Twitter dashboard , you can track individual interactions along with customers in real-time. This means that not just does no mention go undetected, but you also have a bird’ s-eye view of your Twitter customer service in a single place.
Features such as Sprout’ s Smart Inbox track discussions on Twitter in addition to your various other social channels. This ensures that a person effectively “ close” any consumer concerns, all the while holding you or even your team accountable for doing so.
Speaking of liability, consider also how you can measure the efficiency of your Twitter customer service efforts. Metrics like sentiment analysis let you know just how people feel about your brand in particular whether that sentiment is optimistic, negative or neutral.
This sort of infrastructure helps to ensure timely, thoughtful responses rather than customer support chaos.
2 . Don’ t Ignore Negative Feedback
Although some customers might show you some love via Twitter, expect to save money time addressing questions and concerns.
And yes, doing so might require dealing with criticism.
Responding with grace is the difference-maker between winning over a customer or losing them for good.
And while there might be some trolls out there, brands should give negative feedback their full attention. Your responses both reflect on your company and determine whether or not your customer sticks around, after all.
For example , check out how Slack was forward with their followers throughout a recent service outage.
Our apologies for the interruption to your day. We’re seeing connectivity issues affecting workspaces, and our team is working on sorting this out as quickly as possible. https://t.co/qk1GLHi2KI
— Slack (@SlackHQ) August 16, 2018
Their openness and ability to follow through actually won them some brownie points with their customers.
The takeaway here is that brands shouldn’ t shy away from calls-outs or negative feedback when it happens. Timely responses and empathy are your best bet for keeping people around despite their frustrations.
3. Know When to Stay on Twitter or Go Off-Platform
Again, the beauty of Twitter customer service is that it’ s short and to the point.
Yet sometimes it might be the best place to start a customer service inquiry rather than have a full-blown conversation.
Similarly, brands should strive to keep answers simple and remain on Twitter with regard to convenience. On the flip side, some issues could get a bit too complex and 280 characters just won’ t cut it.
Taking the conversation to your Direct Messages is a smart move, giving you up to 10, 000 characters to respond privately to issues.
However , you might need to go in even more depth or pass off the concern to someone else. In cases like this, asking for someone’ s email via Tweet or DM is fair game.
Please try creating a new account together with your same email. This should work! Get in touch with info@soylent. com for further assistance.
— Soylent (@soylent) August 13, 2018
Just make sure whatever you’ re passing off via email is prioritized and not left sitting. Taking people off Twitter is fine, but not when their customer support journey feels like a wild goose chase. As long as you’ re keeping their concerns moving and addressing the root of the problem, you’ re golden.
4. Mind Your Customers’ Privacy
Even if your tweets are only meant for your customers’ eyes, they’ re still out there for the world to see.
This is good news for customers who want to hold brands accountable. That said, this removes the sense of privacy afforded by phone or email support.
Much like the last tip, it’ s important to know when to go beyond tweets, and coping with private information is exactly the sort of situation we’ re talking about.
Here are some bits of information you should only ask for via DM:
- Contact number
- Billing information
- Specific items they’ ve purchased from you
Thank you for reaching out! Angie’s List still offers paid memberships, which offer more benefits than the free membership. If you still have a paid membership, I am happy to help you to get set up with the free membership. Please DM us for more info. Thanks, -Jesse M.
— Angie’s List Customer Support (@AngiesListHelp) August 20, 2018
Always be sensitive to customers’ personal information and assure them you’ re authorized to handle these types of details as early as possible.
5. Sign (or Initial) Your Tweets
If you have multiple employees handling your Twitter customer service, you need a solution to track who is responding to each tweet.
The benefits of signing your tweets are two-fold. Doing this creates a sense of accountability and allows you to track interactions between your team and your customers. Additionally , it gives your Twitter customer service efforts a much more human vibe.
Whether it’ s your employees’ names or initials, a simple signature serves as a personal touch.
Totally understand and I’ll let the car hire know you’re up for giving us a hand for testing 👏 😊
— Skyscanner ✈ ️ (@Skyscanner) August 17, 2018
Sprout’ s integral social media CRM features ensure it is a cinch to track your team members’ interactions with clients. When an user tweets your company with a question or concern, it is possible to assign the tweet to a particular member of your team. This way you understand who’ s in charge of replying and resolving the issue without second-guessing.
6. Prioritize Speedy Responses
According to Twitter’ s own data, 60% of users expect a reply within an hour of reaching out to a business.
Compare that to the expected twelve-hour response time via email and it’ s clear that social customers expect speedy service.
While you may possibly not be able to respond to each and every question at a moment’ s notice, speed counts. Quick responses signal that you’ re a brand that listens to customers and likewise values them.
Here’ s a recently available example of GameStop personally responding to a confident mention within 10 minutes. How’ s that for speed?
No problem! Enjoy that extra power and the great upcoming games you’ll play on the Xbox One X!
— GameStop (@GameStop) August 17, 2018
Response time is one of the most pressing metrics for Twitter customer service. An oft-cited Twitter study on airline companies found that clients were willing to spend more with companies who responded fastest.
This again reinforces the need for a Twitter dashboard. For example , y ou can check just how long it takes you to respond to tweets within the dashboard using Sprout’ s engagement report. This shows both your response time and rate, helping you to further refine your Twitter customer service strategy.
7. Track Your Brand Mentions
If you don’ t have a streamlined way to monitor your brand mentions , providing customer service becomes an uphill battle. The sooner you know that somebody has given you a shout-out, the quicker you can respond.
Looks great, congrats on the new site.
— Squarespace (@squarespace) August 14, 2018
For many businesses, monitoring brand mentions on Twitter begins and ends with checking their notifications. However , Twitter notifications only offer you a partial picture of your Twitter presence.
Here’ s a quick kitchen table explanation of how exactly to track Twitter mentions in their various forms:
- Track @mentions, #hashtags and mentions of your company name
- Search for common misspellings of your company name
- Make sure you have Twitter notifications enabled for both the mobile and desktop apps
- Save the top queries containing your brand in Sprout to get real-time updates of brand mentions
8. When in Doubt, Be Human
Businesses today understand that you can’ t put just customer service on autopilot.
And while you may be tempted to take a copy-and-paste approach to your Twitter customer service, think twice before doing so.
People might be willing to cope with automated systems on the phone however, not on social media.
The appeal of turning to Twitter instead of conventional customer service avenues is that you can get yourself a quicker response from a person.
You know, a real, flesh-and-blood person.
Feedback like this is like heaven to us! Thanks for the shoutout, Jason.
— Sprout Social (@SproutSocial) August 17, 2018
Twitter is the perfect platform to become more personable with your support. There’ s no expectation to be formal, meanwhile the limited character count encourages you to be more conversational.
And while you want to maintain some sense of professionalism, don’ t be afraid to let your love of life shine if it’ s consistent with your brand’ s voice.
9. Get to Know Your visitors
Ever walked into a store and had a worker greet you by your first name?
Or maybe you’ ve gone to a coffee shop and the barista asks if you want “ the usual? ”
It’ s the sort of service which makes you feel like a VIP, all the while reinforcing that the business you support actually cares about you.
Why not provide your customers with that same sort of treatment on Twitter?
Sprout has an integral feature that makes this process much easier. You can include notes to any Twitter user you interact with and share those notes among your entire team. Having the ability to quickly check your prior conversations or special preferences for a person allows for yet another opportunity to provide more personal service.
10. Go Above and Beyond
Finally, remember that customer service is about more than just answering questions or dealing with issues.
We live in a time where customer expectations are sky-high and brand loyalty is fierce.
This interaction with Instant Pot is a prime exemplory case of going the extra mile. This customer probably didn’ t expect a reply from the brand themselves, but that’ s exactly what they got. They also received a helpful, specific piece of content that gets to the center of their question.
Brands should strive to go above in beyond to help customers while also reminding them just how much they matter.
In other words, don’ t be afraid to shout people out “ just because. ”
If someone posted an image of your brand or product, you will want to show some love with a retweet?
And if somebody left you a positive mention, tell them you’ re listening.
You are so welcome! Hope to see you soon! 🌭
— Superdawg Chicago🌭 (@Superdawg) August 1, 2018
These small touchpoints are crucial for creating a stronger sense of brand loyalty. Being attentive and authentic with your customers can be strong marketing firepower if you’ re consistent.
And with that, we wrap up our list!
What Does Your Twitter Customer Service Strategy Look Like?
Want to provide personalized, speedy service to your customers? Look no further than Twitter. Going beyond traditional avenues of customer service is a must-do for brands today. By offering up savvy social service backed up with a strategy, you can use your interactions upon Twitter to retain current customers plus drum up new ones.
We want to hear from you, although. Do you currently provide customer service through Twitter? Any stories you want to discuss? Let us hear ’ em within the comments below!
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