How to Use Twitter as a Customer Support Tool? Also, Why Twitter?
As a business, you may have multiple support options ready for your business already. You can be having a support phone number, mail id, direct chatbot, etc. Most businesses cover the mentioned modes of support availability.
But guess what, a proper support system planned and maintained in a social media platform easily leapfrogs the ease of customer support than all the other modes. In a recent survey conducted among a good volume of customers, more than 64 percent of the people mentioned that they will prefer contacting Twitter support of a business than directly calling/ mailing the business. This stat is further backed by multiple reports/ surveys released by big names like Harvard.
This blog is aimed at guiding you to maintain a successful ‘Customer Service’ system through Twitter. Before we dive in, create a support account for your business if not created already. The account’s name should be your business name followed by the suffix ‘support’.
Make Prompt Responses
Nobody wants to wait when they have a concern or a problem that needs addressing. So, it is absolutely essential to respond quickly when someone reaches your Twitter support handle.
If you are a business of good team size, then we recommend having members assigned to check notifications on the support account and respond to them as soon as possible. Maintain a time cap within which you address a message.
Ideally, responding within two hours of the mention will be a good target for any business. If you build a reputation for responding in quick time to your followers, then it can be a huge positive for the business.
Prepare A Set of Automated Replies
Fortunately, Twitter allows you to send automated replies if configured. You may need to use a ‘Good Bot’ to cater this service. Any business will have a set of ‘Frequently Asked Questions’ among its consumers. Jot out such questions in relation to your business and prepare automated replies for the same.
Do Not Have Negative Conversations from the Support Account
This is the most important trait of a good Customer Support account. A customer may have had a bad experience with your product/ business. As a support executive, you need to spot such interactions and quickly call the customer if the chance permits.
Because, when you have a conversation from your support account, then the spectator list is huge. People can get influenced by negative interaction and this can have a bad effect to your business.
Also, after the interaction, get back to the chat and register about the exchange. Because if not, it can look like you ghosted a support request.
Create A Visual Identity
Oftentimes overlooked by many businesses online. We have always emphasized the importance of creating a visual identity. A visual factor will register in a customer’s mind more than the textual messages quicker.
So, use the same set of colors you use in your business logo in other places on your profile. Maintain a visual template in the way you reply to your customer’s queries. These help in building and associating your business with a pattern. Such registration in the consumer mind is good for business. We recommend following the same pattern in the pictures you post too.
Use Twitter Direct Messages More
This is very much underused so far. When a user reaches your support and when you feel the need to connect personally. Communicate with the user through Twitter DM. A survey from Twitter states that on average, 65 percent of customers would like to connect through DMs for their support queries.
What this also opens is a new avenue for promotions. Twitter users will be influenced more by a DM promotion than by a tweet they see on the timeline. So, periodically DM your followers with promotions. You can also reach them with your recent updates to remind them of your business. Just don’t overdo DMs.
Create A Brand Persona
Do not reply in a dull and boring way. Imperative replies are not the best way to run Twitter Customer support. Based on your brand, choose how you want your followers to look at your account. Some businesses may want to establish trustworthiness and there can be other types of businesses that can have a witty and funny image. So which persona can best suit your business? Decide and build your persona with the way you interact with your followers.
If you do it right, then over time, this can create a brand image for your support account and your business.
A Twitter Customer Support account has a lot of merits. Of course, it needs considerable effort from you. Be ready to allocate time and resources to build your Twitter Customer Support. With time, this can be a very beneficial move.
Because customers love to purchase from businesses whom they feel are hearing them.
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