Yesterday, we shared with you tips on how to build a more meaningful Twitter following. Today, it’s another Twitter day because we are going to share customer service effort tips on the world’s most popular microblogging site.Twitter can be both a bane and a boon for you and your Internet marketing expert. It makes talking (or complaining, in some cases) about your brand and your services easier. It also gives you more and new ways to engage your customers—potential and existing alike.
What makes Twitter a great customer care tool?
It’s instant. So if you or your Internet marketing expert says the right thing, you can instantly deliver great value, great service and gain great feedback. Of course, this is easier in theory than in practice. So here are three guidelines for you and your social media agencyor your Internet marketing expert when harnessing the power of Twitter for customer service.
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1 1. Take advantage of its speed. The quicker you can respond, the better. Whether it’s a query, a complaint or a positive feedback, promptness always goes a long way. This entails a lot of time, effort and dedication. And for some, devoting such investment to Twitter does not seem like a sound idea. But if your main market is online, manning your Twitter account should be a top priority for you.
2 2. Personalize the whole Twitter experience. Your Twitter efforts should replicate face-to-face interaction. It should be personalized, it should be sincere and it should be professional. If your Internet marketing expert handles your account, remind them to always end tweets with your name (first name only). It makes a whole lot of difference especially in terms of building a connection.
3 3. Strategically use direct messages. Here’s the scenario: You and your Internet marketing expert are facing a major social media crisis. Your customers are flooding you with angry, anxious tweets. Instead of tweeting your official response one by one, explain your case in one public tweet. And then send individual direct messages to those who tweeted. This way, you won’t clutter your stream and each customer who tweeted will feel that their issue is treated with special attention.
Got your own Twitter customer service tips? Do share!