Back in the days, customer services used to be offered by mobile phones, which cost more. We are excited about the welcoming of social media which poses benefits of social care. Brands tend to respond promptly to guard their image – especially brands that use Twitter for customer service. We already know what Twitter NG is like, lol.
Because Twitter can be likened to a public space where big influencers can blow out a scenario in seconds, this keeps businesses that use Twitter for customer service on their toes to ensure that it maintains a good relationship with customers.
It is no story that brands in Nigeria are now leveraging Twitter for customer service. So, if you are a brand owner that is considering using Twitter to build relationships, you should stay with me while I list the ways you can use Twitter for customer service.
Ways to Use Twitter for Customer Service
- Set-up a Devoted Handle for Customer Service
The first thing to consider is setting up a dedicated Twitter handle for customer service. This is to ensure that customers find you dependable enough to reach out to you in real time.
For instance, Airtel has an official Twitter handle, which is @AirtelNigeria; it also has a dedicated customer service handle, @AirtelNGCares. This makes it easy for Airtel to refer customers to its customer service account for assistance. Customers, too, can easily reach out to Airtel when they need assistance.
- Respond to Customers Promptly
You should respond quickly. Customers appreciate quick responses and feel less worked up when a challenge arises – because a prompt response is certain.
Make it a point of duty to check your Twitter at least once a day to respond to customers.
Meanwhile, you don’t have to be formal while responding to clients. Keep your language enthusiastic and friendly. You can use emojis and GIFs to communicate a friendly mood.
Also, like customers tweets, it generates a warm feeling. And thank them for reaching out.
- Leverage the Direct Message Feature
Thirdly, use the Twitter Direct Message feature when conversations begin to get wordy.
Also, use this feature when you require private details of customers to render assistance.
4.   Promote positive reviews
Last but not the least, promote reviews that are positive, and address negative comments too.
By responding promptly and rendering assistance when needed, people are likely to tweet positively about your customer care service. Such positive tweets can help to promote your business.
These accolades can be amplified when you retweet one of such tweets. By doing this, you are broadcasting your good service to a larger audience. Your followers when they see it, are likely to retweet your retweets. This way, promoting positive reviews will expose your handle to a lot more people who are likely to follow you.
You can also add a quote to the retweet to thank customers or to point out to them to always reach out when they need assistance.
While showing off positive reviews, also address negative comments in the public to show people that you are trustworthy.
In a speech by Jeff Lesser of Twitter, ‘’companies that use Twitter as a social care channel are seeing a 19 per cent increase in customer satisfaction.’’ Needless to say that the tips listed above are your best bet to use Twitter for customer service efficiently.
Start using Twitter as a social care channel today to promote your business!
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