How To Provide Great Customer Service With Twitter

Using Twitter for customer service can help you go the extra mile for your audience

These days, people expect a lot from brands online. It’s reported that 71% of consumers are more likely to recommend a brand that provides a quick and effective response on social media , and no matter the size of your business, using Twitter for customer service clearly works.


Photo by acidpix on flickr

Twitter has made it so much easier to connect with businesses online. In fact, 33% of users prefer to contact brands through social media rather than on the phone, and this is something small businesses can bear in mind when online too. Twitter can be a convenient way for customers to get in touch, and we’ve put together a few ways that you can best use Twitter for customer service.

Personality is power
Nobody likes a robot. Conveying personality in your interactions with customers puts them at ease, and makes them feel valued, whatever their query. Signing off the tweet with the name of the person responding to the customer will help with this, and give them a point of reference in future.

Respond to all
It sounds obvious, but don’t cherry pick the queries and comments to respond to. Acknowledging each and every one is important, for good feedback and not so good. Even if there’s nothing you can do, apologise if necessary, and assure the user that their feedback has been passed on or taken on board.

Know when to refer 
A long thread of conversation that’s limited to 140 characters can be frustrating and difficult to follow. If it’s something that may take some time to resolve, refer the customer to a phone number, email address, or direct messages for further discussion.

Keep it Private
If any personal info needs to be exchanged, use the direct messaging feature. Twitter is, naturally, a very public forum, so keep this in mind when interacting with customers online.

Respond quickly
Perhaps another obvious one, but it really does make a difference. By responding in a timely manner, you’ll give the impression that your business has it’s eye on the ball.

Hit Refresh help businesses across Worthing and Sussex use social media to interact with their audience – get in touch via our contact page to find out more.

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