As consumers, we so often dread calling a customer service number for product support. Before we talk to a human, we listen to the same elevator music track over and over, or the same promotional commercials, or the same "Your call is very important to us. Please remain on the line..." every 30 seconds. And while we understand that a company might not have the ability to answer every call immediately, we sure wish they would answer our question promptly and correctly!
Believe it or not, Twitter can be an awesome tool for customer service. And when implemented with a strategic plan in mind, your business can provide valuable advice, tips, and suggestions, and build a positive customer service reputation.
For one thing, when you help just one person via Twitter, your tweets can reach hundreds of customers, and many may have the same question or problem. You can help others just by posting one or two tweets, and maybe make someone's day!
For another, Twitter can help you be proactive. You can respond quickly to posts that mention your business name and show your customers (and potentials) that you are responsive and care about what people think. The more positive brand image you create, the more attention you will gain, on Twitter and elsewhere.
A few companies that use Twitter for customer service purposes:
Zappos (http://twitter.zappos.com) - widely known for their success at implementing social media, and especially Twitter, Zappos has over 430 employees on Twitter today. They tweet about company events, brands they carry, answers to questions from customers, and just general conversation to engage customers.
Ford (http://twitter.com/fordcustservice) - answers tweets about vehicle issues, where to purchase a vehicle or find warranty service, and special offers on Ford vehicles
Starbucks (http://twitter.com/starbucks) - answers tweets about where to find Starbucks coffee, which store chains carry Starbucks, the Starbucks/iTunes pick of the week, and other questions from loyal their loyal coffee drinkers
Southwest Airlines (http://twitter.com/southwestair) - tweets about flight information, delays, emergency landings and the status of the event, specials, and even WiFi flights. To learn more about how Southwest Airlines uses social media, read their latest blog post here.
Thinking of these examples, how could you implement Twitter for better customer service? If this idea sounds intriguing but you're not sure how to get started, contact e-websmart today! We have our own Twitter guide, and we can also help you devise a strategy.
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