Great Customer Service The Twitter Way
Have you ever been frustrated with a service or a product and tweeted about it?
I lost my internet service the other week and was left on hold and told to go online for it – really? A little hard to do without an internet connect. (Thank goodness for my Droid) I was able to get someone on the phone after being on hold and they had to call me back on my cell which I missed as the volume was low. (I have too many notification sounds so I lower it except for tweets.) I then tweeted from my Droid and within seconds I had someone respond and it was fixed in minutes. NOW that is Customer Service The Twitter Way!
@Lisapatb Hi Lisa, I can assist you with your internet. What problems are you having? -Renee
— Cox Customer Care (@CoxHelp) December 7, 2013
@Lisapatb No problem, let us know if you have any more questions. -Chris
— Cox Customer Care (@CoxHelp) December 7, 2013
More Great Twitter Customer Service
As you can see below I had other shopping issues recently and they too were resolved via Twitter rather quickly. It is so much easier than searching for a number and being on hold most times. Or even slower sending an email and awaiting a reply that can take up to 24 hours or even more. Who has time for that today?
@Lisapatb the main difference is the MINI Plus brewer doesn’t have a water reservoir. Compare them here: http://t.co/CNHNy5IxIC
— Keurig (@Keurig) December 8, 2013
@Lisapatb Great! Register your Keurig brewer online http://t.co/24kjubLJse to qualify for our special K-Cup pack offer.
— Keurig (@Keurig) December 8, 2013
@Lisapatb We want to help you out with your order! Please give us a call at 800.591.3869 and provide reference number 3-916355021. Thank you
— AskTarget (@AskTarget) December 13, 2013
What does this mean to you as a blogger or small business owner? You better be ready to reply to tweets and provide customer service the Twitter Way! Since you can’t be online 24/7 – we do need to sleep too. Thankfully there are some ways to achieve this great customer service the Twitter way.
Here Are 4 Tips To Offer Great Customer Service The Twitter Way:
- Set Up Notifications – Have notifications either on your mobile phone or sent to an email you use frequently. Wherever you spend the most time is where your notifications should go to. That way you can respond quickly to any questions or concerns.
- Log Into Twitter at Least Once Daily - Do not miss a day logging in or you may miss an important tweet. Been there and done that. Luckily the competition took 5 days to reply! And the customer thought I was great responding within 24 hours where I thought, eeks! I usually respond much faster than that. If you are using Hootsuite you can monitor it from there as well. Just be sure to set up notifications as well so you can provide customer service the Twitter way!
- Check Out Social Mentions – A great way to say if others are talking about you or your brand without tweeting you directly. Check in weekly at least and see who is tweeting what about you or your brand. It is also a way to see who you may want to follow. It also covers some of the other social networks as well.
- Hire Someone or a Build a Team – If your business has grown and you can hire someone to monitor your social channels by all means do it. Having a team in place to monitor 24/7 is a great way for a business to respond quickly on any social media channel.
Have you used Twitter to resolve issues with a company?
And if you did – did you find great customer service the Twitter way or not?
Image courtesy of SweetCrisis at FreeDigitalPhotos.net
