3 Tips for Using Twitter as a Customer Service Tool - Rainmaker Media Solutions
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3 Tips for Using Twitter as a Customer Service Tool

28 Jun 3 Tips for Using Twitter as a Customer Service Tool

Posted at 15:14h in Articles by
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By Joe Wadlington

Twitter is where people turn for customer service. The conversational and real-time nature of the platform makes it easy for customers to ask questions, celebrate businesses they like, or reach out if they need any support. According to our research, evidence of this can be found in the fact that the volume of Tweets targeted at brands and their Twitter customer service handles has grown 2.5 times from 2013 to 2015.

According to McKinsey’s analysis, 30 percent of social media users prefer customer service via social media over traditional customer service call centers. Using Twitter to interact with customers also has a direct benefit to your business. After receiving a positive response from a company, 77 percent of people feel more positively towards that business, according to a 2016 survey conducted by Twitter and Research Now.

Want to learn how to better engage with existing and potential customers on Twitter? Here are three tips to help you do just that.

1. Respond to customers with enthusiasm

Respond quickly. Prompt customer service pays off. And when consumers don’t get an answer from a company on Twitter, 81 percent don’t recommend that company to their friends, according to a 2016 survey conducted by Twitter and Research Now. Think of interacting with a Tweet directed at your business in the same way you’d greet someone who walked into your shop. We recommend checking your Twitter at least once a day to respond to potential customers.

Keep your responses short and friendly. Click the heart on someone’s Tweet to “like” it. People like to be liked!

And don’t be afraid to use pictures, GIFs, or emojis. An enthusiastic GIF or a smiley face clearly communicates your mood (and images can transcend language or literacy barriers).

In this reply, @theDryBar uses a heart emoji (the color even matches their brand!) to show a positive Tweet some love. View Full Article >>

Article Compliments of:
Hootsuite

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