Twitter is a social platform that is becoming popular for sharing short responses in no time. Users from all parts of the globe use it to register their complaints and request support. In this blog, we will discover the best practices that show how smart brands are making Twitter work for their support teams and customers.
Role of Twitter in Customer Service
Companies are using Twitter to build strong connections with their customers through quick responses. They can provide faster and more efficient customer service with a tailored experience. They can unlock other benefits like increased efficiency, better customer insights, and improved satisfaction ratio.
Different surveys conducted to discover this role and data analyzed responses that 74% of the customers following a brand on social media reach this platform for customer service and support. Moreover, most of the customers buy a product or service after reading the review on Twitter. Therefore, it is important that when you type any message on Twitter, you use proper SEO to reach your narration to wide audience. For this, you can ask services like GMB SEO services UAE to help you. They will provide you with the basic guidelines that you can use to draft your message with SEO optimisation.
Features of Twitter as a Support Channel
Consistency and tone are the keys to effective customer service. It is the role of the brands to monitor mentions and direct messages actively and respond in time with a professional tone. Although humour and the voice of the brand are important, empathy and clarity should take priority, especially when you are dealing with complaints and sensitive issues. You must know when to take the conversation privately and discuss things openly. Maintaining an organized workflow with the help of social media management tools, you can ensure that no customer query slips through the cracks.
Use Twitter for Best Customer Service
Respond to the issues in no time
Brands are using Twitter to speed up the process of responses, and customers are getting used to those prompts. According to different reports, one out of three users receives a response in less than an hour. To fulfill this, you must have a plan in place to monitor the responses. Services like a social media management company Dubai can help you by explaining the details you can use to respond to the query in less time.
For instance, if a customer reaches you at 12:21 pm with a query. He asks you about a mistake that you have made. Within less than 15 minutes, you respond to them with a solution, asking them to inbox you. You asked a few questions and then provided them with a solution, suggesting an alternative.
No need to respond every time within an hour. Set a rule that you will respond to most of them sent during business hours. Any query received after working hours will be responded to within 12 hours.
Portray the personality of your brand when responding
When you are using Twitter for customer service, your goal is still to keep the brand voice and personality throughout the communication. You can create engaging replies using images and emojis to stay connected with your clients. The use of these images and emojis is dependent on the norms of the industry and the complexity of the specific complaint.
Generate automatic responses and save time
Handling multiple customers is a difficult task. The most challenging thing is that you need to hear the same complaints over and over again. It takes time to reply to all those queries one after another. This also leads to inconsistent responses that cause more questions rather than resolving the previous ones.
Many large companies manage high volume of messages they receive through an automation strategy. They use the saved responses to keep customers updated on their request status during high traffic. Such practices lowers the response time without having to staff up for nights and weekends support.
Control Twitter DMs
If your customers are not able to see your DM, this does not mean that they are not important. 65% of the surveys have proven that Twitter users like those brands that take a public tweet and ask the customers to message them in private to discuss further details. This not only keeps the conversation private but also helps keep the message for a longer duration. Twitter’s inbox can write 10,000-character-long messages. You can talk about the complex and sensitive topics in more detail. Services like a reputation management agency in Dubai are helping users to talk to their customers in a professional tone in a private inbox. This conversation will not only help in building connections for the future, but your brand will be referred to others due to your professionalism.
Humanize the support team
One of the ways to make the customer service of Twitter stand out is by telling your audience that real people are working behind the scenes. You can use different strategies to approach this. For instance, you can use words that portray your complete team who is working on their toes. Furthermore, you can use initials or your names in the sign-off messages.
Online customer service is frustrating for the clients. Communicate this message that there is a work force that generates all the responses. This is a great way to reassure your audience.
FAQs
Why should brands use Twitter for customer service?
With the help of Twitter, you can ensure real-time communication with your customers at a faster speed and respond to the issues to build trust.
How long should we take to respond to any customer’s message?
Ideally, try to respond to them within an hour if you have received any message during working hours. If there are any messages after that time, try to respond to those within 12 hours.
How should the sensitive complaints be handled on the platform?
You should start with a public talk, but if you think that the matter is getting complex, take the talk to direct messages (DMs). DMs will protect the privacy of your customers.
Can small businesses even use Twitter for effective customer service?
Small businesses can also benefit from Twitter. A well-managed account on the platform will help create personal connections and build loyalty of customers.
The Final Thoughts
In times where speed, transparency, and connections are more important, Twitter is a powerful platform that delivers exceptional customer service. Using the best strategies like timely responses, clear communication, and a human tone, brands can turn their communication into lasting loyalty.
Whether you are growing your business or a global enterprise, using Twitter effectively for customer support is a competitive advantage.
