Using Twitter as a Social “Customer Service” Platform

Using Twitter as a Social “Customer Service” Platform

As one of the largest and most popular social networks on the internet today, Twitter has taken on a myriad of roles.  One use of Twitter that has gained enormous traction is customer service.  Customers and  consumers alike are logging in to connect with the brands and businesses that they buy from and interact with on a daily basis.  These brands, that are online with a Twitter account, are then catapulted into the land of social media customer service.  This is a field of customer service where all of your moves are seen and read; therefore, it is imperative that brand’s words and actions are thought out very carefully.

From Kimberlee Morrison on AdWeek:

Many consumers, and some forward thinking businesses realize that Twitter’s short and instant format make the platform perfect for customer service. With more than 50 percent of Twitter users engaging with brands, it’s imperative that brands capitalize on this energy. What may be even more important is Twitter creating opportunities for business to understand the conversations taking place.

Other platforms, like Facebook, allow for similar interaction with added tools to make that interaction easier and just a little more private.  For example, Facebook has launched ‘Business’ on Facebook Messenger.  This feature allows brands to communicate directly with customers to answer questions, allow them to track packages, respond to complaints, etc.  For Twitter users, the Twitter platform can be an even simpler and more direct way to communicate their needs or complaints in a single tweet. Unfortunately, right now, Twitter does not yet have any added tools to help businesses with customer service issues on their platform.

I would encourage brands to take a look at several different Twitter accounts of other brands that handle a high traffic of customer service related tweets (and do so effectively). If you have a small business, you can probably spend a little more time responding to individual interactions.  It’s almost always a good idea to politely acknowledge the commenter’s complaint or issue and ask that they contact you via email, DM, phone etc. so that you can see to the issue right away.   

The thing about customer service on social media is that it can go very good very fast and also very sour very fast.  Because it can be very hit-and-miss, it’s important that your brand takes some time to formulate a social media customer service strategy.  People are looking to spend less time on hold and more time with results.  Twitter is a very quick way for customers to review your products or service for the public to see.  You want to be sure that you are one step ahead of this type of interaction in any way that you can be.

This doesn’t have to be a daunting interaction. Twitter can be a great asset for consumers to put their trust in a brand that has chosen to be transparent and available.  You just have to be sure that you’re handling concerns appropriately.

Have any questions or anything to add? Need help managing your company’s Twitter (or any other social media) account? Comment below!  

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  • 19 August 2015
  • Author: James Nagy
  • Number of views: 2052
James Nagy

James NagyJames Nagy

Need a consultant today? How can I help? As Co-Founder and Managing Partner of J&S Tech Designs I have nearly three decades of experience and expertise to share with you to help your business, product, or idea thrive. If you like this article, please sign up in the “stay informed” section!

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Full biography

Full biography

James Nagy is managing partner and co-founder of J&S Tech Designs - a business consulting organization that specializes in providing software and website design, development, and management expertise to organizations. He is also Managing Director and one of four co-founders of Sprocket Websites, Inc. and Chief Executive Office and one of four co-founding members of Clinical Collaboration Software, LLC.

James has over twenty-five years of experience in the information technology field, spending twenty years in software development, sixteen years in executive management and the last six years as a serial entrepreneur launching and running several successful technology organizations.

Throughout his career he has led companies, divisions, departments and teams to successful outcomes. He has executed process reengineering within organizations that were struggling to produce. He has provided strategic vision and organization planning in situations that needed direction. He has built complex systems in several unique marketplaces that required thorough knowledge and expertise to be successful. It is his passion for excellence and desire for success that has enabled him to meet the challenges presented and continue to exceed expectations.

James’ passion for delivering innovative solutions and creative strategies enabled him to develop strong business foundations for long-term success. He is an active member of the Conejo Valley Chamber of Commerce, the North of the River Chamber of Commerce and the Naperville Area Chamber of Commerce where he served on several teams, advisory committees, and legislative groups. He is a founding member of the Chicago Area DotNetNuke Users Group that has held several large, successful Website design and development events. James has donated time, money and expertise to many volunteer, fundraising and charitable organizations like KidsMatter of Naperville, The Naperville Film Festival, Summer Place Theatre, TEDxNaperville, Neuqua Valley High School Senior Spectacular and many others.

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