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How to use Twitter better for customer service

Posted on April 18, 2016

Did you know that a customer interaction through Twitter costs 1/6 of a call centre resolution? With the amount of time people are spending online increasing every year, more customers are opting to contact brands via social media. This means customer service through social media has become essential. Customers expect it so you need to provide it.
80% of social media customer service requests happen on Twitter and the network has some interesting features that can help your tweet encounters become much more effective.
 
Direct Messaging
Do you find yourself getting to that awkward point with customers where you can’t or don’t want to resolve their query in public? So you ask them to send you a direct message.
Twitter has introduced a call-to-action button that you can tweet to customers which, when clicked on, will open a direct message conversation between you and them.
Twitter customer service 1

This means taking difficult conversations offline and sharing private information will be much smoother.

Twitter customer service 2Feedback

Customer feedback is one of the most important ways to measure and improve service, but in order for that feedback to work, it needs to be structured. Twitter has begun rolling out just that with its new customer feedback tool.

Soon, your business will be able to utilise two industry standard measurements of Net Promotor Score (NPS) and Customer Satisfaction (CSAT) by sending out a call to action through tweets.

Customers who encounter positive social customer care experiences are nearly 3 times more likely to recommend a brand.

By measuring these engagements you’ll now be able to see whether your service is leaving that ever so important positive impression.

 
Having worked for more than three years in digital customer service for both Sky and EE, I took great pleasure in seeing the positive effect that a good social media presence had. The evidence of this was when we consistently achieved the highest customer satisfaction scores in the entirety of customer services for both companies.
Twitter’s additional features show it has recognised its own importance to customer service and is making strong moves to fit industry standards.
So is it time you recognised it too?
 
Want to find out more about using social media for your business? Call us on 01332 776910 (Derby) or 01158 248242 (Nottingham) or email us for a free social media consultation.

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