In the past several years, there has been a dramatic shift in the customer service industry. As obvious as it may be, social media also plays a significant role in today’s technological advancements. According to research by Lyfe Marketing, 71% of customers who had a positive social media experience are more inclined to suggest the brand.
1. Create a dedicated customer care account on Twitter.
Having a dedicated Twitter account for handling client complaints is a necessary if your company receives a high frequency of inquiries from the public or if you operate in a time-sensitive industry (such as public transportation, technology, or aviation).
There are three major outcomes that may be achieved by doing so. In the first place, it demonstrates that you genuinely wish to help others who are struggling. Second, it diverts the trolls from the main Twitter account, which is supposed to be used for sharing corporate news and useful material.
2. Make a dashboard second
It’s not a perk to have a centralised system that tracks every customer encounter and mention. Discover a customer relationship management system (CRM) like SuperOffice that can link with Twitter and assist you in keeping track of remarks so that your support staff can respond to each one as soon as possible.
If you’ve been using one of these CRMs for a while, you’ll have a better idea of the most often asked queries, the average response time, the resolution rate, and so on. The secret is to constantly reflect on and implement new lessons learned in order to enhance customer service (and other company offerings) and, in turn, revenue.
3. React quickly when needed
As apparent as it may seem, just 12% of businesses really make addressing customer concerns on social media a top priority. Seventy-five percent of customers think the most important thing a business can do to provide outstanding customer service is to value their time.
As a result, 37% of customers anticipate a response to their social media complaints within an hour, and 28% want the business to respond in under 60 minutes. It might put a significant amount of stress on businesses if they are not ready.
Twitter is a fluid medium designed for two-way communication. Any angry customer will acquire an unfavourable impression of your business and may even troll you further if you don’t react and answer quickly.
4. Take into account the feedback of others around you.
Monitoring your brand is more than checking your Twitter alerts and answering questions. It is the action of keeping an eye on the network for mentions of your business, after which you may analyse the conversation around your brand.
Are you curious about the talk? If you use a certain hashtag or your @companyhandle, you may find it by searching for it on Twitter. In addition, make sure you look into probable misspellings of your brand name and its variants.
5. To sum up, it’s important to utilise both your own and your clients’ names.
Consumers want reassurance that they will receive assistance, and doing so in a human manner is the best way to do so. Signing your tweets with your initials is a quick way to add a personal touch. Also, if the space allows it, go by your first name.
6. Twitter should be a personal experience, so keep it that way.
Customers these days expect to be able to reach brands via the various social networks they already frequent. They don’t mean anything as formal and stuffy as a transactional dialogue when they say “communication,” though.
The best thing is that you’re limited to 280 characters each tweet, so there’s little place to go into all the detail you’d normally go into over the phone or in an email.
In light of this, tweet as though you were addressing a live audience. This is an old case, but we still have to give Comcast credit for their reaction to the consumer. The tone of the tweet is kind and personable while still being constructive. Emojis should be used sparingly.
7. Recognize the need for a direct message
If you need to settle a complex issue or ask a consumer to reveal sensitive information, you may want to take your conversation with them off of Twitter and into a private message. If that’s the case, you should start using Direct Messages instead, or at the very least, add a call-to-action button to your tweets encouraging consumers to do so.
8. To make sure the issue has been fixed
However, Twitter’s character limit of 280 means not every consumer issue can be answered there. Contacting these clients through phone or electronic mail to discuss the issue and offer an explanation may be necessary.
Yet it doesn’t imply people in charge of your Twitter account can relax. Nevertheless, just 30% of social media customer service requests are really resolved. That’s why it’s your responsibility to not just listen to but also address the concerns of your consumers.
Start tweeting right away.
Twitter is the finest medium for customer service since customers do not want to go through complicated and time-consuming processes to submit a complaint, wait for the team to get in touch with them, and finally receive a resolution to their problem. Very quick and individual!
If you’re just getting started with Twitter, it’s important to have a solid plan for customer service and make sure everyone on your team is on the same page with regards to their responsibilities and how to best serve your clients in a timely manner. Wishing you the best of luck!