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.<\/p>\n
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.<\/p>\n
This blog is aimed at guiding you to maintain a successful \u2018Customer Service\u2019 system through Twitter. Before we dive in, create a support account for your business if not created already. The account\u2019s name should be your business name followed by the suffix \u2018support\u2019.<\/p>\n
Make Prompt Responses<\/strong><\/p>\n 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n Prepare A Set of Automated Replies<\/strong><\/p>\n Fortunately, Twitter allows you to send automated replies if configured. You may need to use a \u2018Good Bot\u2019 to cater this service. Any business will have a set of \u2018Frequently Asked Questions\u2019 among its consumers. Jot out such questions in relation to your business and prepare automated replies for the same.<\/p>\n Do Not Have Negative Conversations from the Support Account\u00a0<\/strong><\/p>\n 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n Create A Visual Identity<\/strong><\/p>\n 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\u2019s mind more than the textual messages quicker.<\/p>\n 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\u2019s 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.<\/p>\n