According to Twitter, with over 3 billion people on social media, more and more consumers are using the social media platform to connect with businesses when they have questions, compliments or complaints. Many brands and businesses have turned to Twitter as a customer service platform. And with the rise of direct messaging and the use of chatbots, 2019 is the year of your company’s marketing strategy focused on customer service. What does it mean ? It means being more proactive, using social data to shape interactions, and integrating customer service solutions into your business’ marketing strategy.
Develop a customer support strategyFirst, develop a well-defined customer support strategy. Set aside time to Afghanistan Email List things through and develop a solid strategy to execute. Here are some questions to keep in mind and address:When are you going to respond?Now that social media has the power to connect businesses with their customers in real time, customers expect brands and businesses to respond quickly, especially to service requests. According to Hubspot, 80% of customers expect businesses to respond to their social media posts within 24 hours. Defining your response times plays an important role in providing effective customer support on Twitter. Chances are, most businesses don’t operate 24/7. Be transparent and communicate the times your customer support team will respond to customer service requests.
How to Provide Effective Customer Support on Twitter in 2019
TTC’s customer service Twitter account is a prime example. The customer support team communicates clearly and is transparent about their response times. The tweet describing response times is pinned to the top of the profile, making it highly visible to customers. They also provide contact information for customer support, as you can see below.Tweet TTC Customer ServiceAs customers demand a relatively quick and immediate response time, TTC’s customer service team does a great job updating their response times in real time, even communicating during meal breaks!
Enable direct messaging for your Twitter accountNowadays, more and more people are using direct messages aimed at customer support during public announcements such as mentioning or tagging in a tweet. Thus, allow your business direct messaging (DM) to provide more efficient customer support on Twitter. Enabling DM opens a private channel for people to communicate with you. It also protects the privacy of your customers. This is important because in some cases people may not feel comfortable asking public questions or raising an issue regarding your product or service. Sometimes, some customer support requests may also ask people to provide personal or sensitive information.
Here's how you can provide more effective customer support on Twitter in 2019:
Tweet TTC Customer ServiceUltimately, a high level of responsiveness is an indicator that your business cares about your customers.Once you have determined when you are going to answer, the next question you need to address is to determine whowill be responsible for responding to customer support requests. Depending on the size of your business, you will need to define the department, team or individual (s) who will be responsible for this role. Some companies have a team or department solely dedicated to providing customer service and technical support. Others delegate this responsibility to members of their marketing or communications team. Inter-department communication can also help streamline your customer support strategy. By assigning members from different parts of the company to this task, you will have the
opportunity to be more efficient and diligent.It can also be helpful to consider whether or not you want to separate your business’s customer support requests from your primary Twitter account. Some large companies have a separate Twitter account just for customer service and support.Monitor brand mentions and keywordsRemember to keep a close watch on tweets from your accounts, whether they are mentions of brands or products. Monitoring and engaging in the right conversations helps lay the foundation for effective customer support on Twitter. Many companies do a great job with this and don’t let any nteraction go unnoticed. It is especially important to spot these customer service opportunities as they arise in order to strengthen online relationships with customers.