Learn How to Use Twitter for Customer Service

Introduction

•The dawn of social networking platforms has made it easier for the clients to reach out to the organizations in case of anguish, problem, complaint or a compliment. Looking at the growing recognition of these mediums among their target audiences, many businesses have come forward and embraced this modern technique of interacting.•Twitter allows the customers to communicate with the business in the channel of their own preference without any hold time or IVR in the picture.•when an matter is brought up in a public forum like that of Twitter, it is out in the open and the agents are obliged to retort fast as otherwise it can harm the reputation of the company.•It also assists in humanizing the brand making them more comfortable when reaching out to the official handle of the organization.

Tips for Using Twitter

Presentation Agenda:Develop the Necessary InfrastructureRespond QuicklyDon’t Ignore the FlakTake the Private Information to DMPersonalize the TweetsTrack the MentionsFollow Up

Develop Necessary Infrastructure

•It is necessary that you have a proper profile set up. The customers will start taking you seriously only when the introduction has every element about the business and explains the operations in a concise way.•Integrating the site with the outbound calling software can help the agents in looking after the incoming tweets; it can be complicated for them to carry further a long conversation with any customer over a long period of time.•Tools like Twitter Dashboard or Twitter Analytics help you to learn more about your tweets and also let you know how they are performing among your followers.•This information is especially useful in brand building. The tools also allow you to setup and manage the social client support. •Another idea that is widespread among the brands today is to have different committed accounts for various actions.•This not only cut the noise on your timelines but also helps you to focus on the particular activity.

Respond Quickly

•Response time is believed to be one of the most essential metrics to measure how successful the profile is. •Any kind of delay in handling the consumers can annoy them further.•Create a time-frame and a response strategy. •It is necessary that you craft your reply such that it fits in the 140 characters and is logical.•Using and integrating the best call center software with the profile can make it easier for your agents to follow what is happening on your profile and thus create quicker responses.•It is vital that you respond to the compliments as well. That the customers have taken time off their schedule to tweet you shows that they value your organization.•The fundamental rule is to answer everyone and to do it quick.

Don’t Ignore the Flak

•It is important that you look after negative comments and reply to them in a pleasing manner in the best time possible.•Utilize the negative comments in order to gain more insight into your business and to correct the problems that can, in turn, help you in acquiring clients. •Remember to keep your language simple and tone pleasant.•Do not act too defensive. Even if you believe that you are not at fault, remember to apologize.•When you sense that the conversation is getting too complex, take it offline through call or email and sort it out.

Take Private Information on DM

•Usually, when interacting with the customers on social networking sites, the safety and privacy protocols that are followed during calls or emails are simply forgotten.•Use Direct Messages to discuss important things.•This not only assists in continuing the flow of the conversation but also confines the interaction to the medium of the customer’s preference.•You are permitted to use around 10,000 characters when sending a DM. •As a result, you can explain yourself in a much better way when compared to a tweet of 140 characters.

Personalize the Tweets

•This is one of the latest methods used by the businesses in order to humanize the brand.•The cloud contact center solutions, when incorporated with the social media platforms, permits the manager to keep a check on how the interaction is faring on Twitter and who is liable for it. •At the same time, personalizing the tweets makes it easier for the customer to know who is handling their problem. • As a result, if the issue is unsolved or crops up again, the customer knows who to contact and can, thus, tweet the same.

Track the Mentions

•It is necessary that you follow all the mentions affecting your organization. Do not simply stick to the notifications on your profile.•Integrating the platform with the outbound calling solution makes it simpler for the agents to track the mentions and tweets. •The application creates an alert whenever the name of the company is mentioned or a common hashtag is used. •The agents can know about it and can reply accordingly.

Follow-Up

•This is the last and one of the principal steps in customer service.•It is important that you ask if the client is content and whether his problem has finally been resolved.•This not only makes him feel special but also aids in building a customer-centric brand image for your organization among your followers. •The cloud based call center solutions can help in generating automated alerts and can remind your callers about the awaiting follow-up.

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