Adapted from Tricia's Customer Service Success Blog. Customers are increasingly turning to social media to ask questions and post customer service related comments and they expect responses. Learn how your company can use Twitter to address customer issues quickly and effectively. Read more of Tricia's blogs at www.parature.com/blog.
Text of 5 Tips for Delivering Customer Service in 140 Characters or Less
1. 5 Tips for DeliveringOriginally Posted onApril 17, 2012 by
Customer Service inTricia Morris 140 Characters or Less
2. Providing customer service in140 characters or less; thats
achallenge a growing number ofcompanies are facing. A Maritz 71%
ofResearch survey of customerapproximately 1,300 Twitter
complaintsusers showed that 71% of and questionscustomer complaints
and on Twitterquestions posted to Twitter werewent unanswered,
leading to unansweredour first tip for tweet success:
3. NUMBER ONELISTEN CAREFULLYWhether using a free tool or a
customerservice solution for social media thatintegrates with other
customer serviceprocesses, a companys reputation isbecoming
increasingly staked on its socialresponsiveness or lack
4. More than half of the Maritz studys respondents38% or 18 to
24 expected their tweet to be read by the company, and year olds
and that expectation actually 65% of those increased with age.
While over 55 just 38% of 18 to 24-year-expected their olds had
faith that the brand would read their tweet to be post, close to
65% of read. respondents ages 55 and over expected their tweet to
5. Companies need to be more and moreaware that their social
media platforms aretwo-way conversation channels, and
thatconversations usually begin at the followeror customers
convenience, which is whydedicated monitoring is so important.
6. In addition, studies have shown that many complainants on
social media usually post or Tweet because they have been recently
frustrated ordisappointed by the lack of response onanother
customer channel, which makeshighly visible social media channels
the venue where the customer relationship is at a make or break
7. Unlike Facebook, it is very difficult if notimpossible to
delete a negative tweet madeby an individual about your brand.
8. NUMBER TWOUSE YOUR TWITTER PAGE WISELYUse your Twitter real
estate including your organizationsbio and background space to the
left of your feed toprovide customer support information such as
businesshours where customer service is provided on Twitter,support
portal or email addresses, or the address of aTwitter feed
dedicated solely to support. Many social-savvy companies even
provide the name of thecustomer service agent who is currently
responding toTwitter questions and comments in their Twitter bio
toprovide a more personalized experience.
9. NUMBER THREEDELIVER A CONSISTENT MESSAGEEnsure the tone of
your social persona isconsistent, kind and personable.
Languageshould not be overly formal, and if the messagecannot
answer a followers question or complaintin a single tweet, the
conversation should moveto a direct message or direct the customer
to achannel that allows for a more in-depthconversation instead of
engaging in public-facingback and forth.
10. Many companies thatsuccessfully use Twitter forcustomer
service have astandard 140-character-or-less response to
questionsor complaints, so that theycan answer tweets quicklyin a
consistent tone, forexample, Thanks for yourtweet. Wed really like
tohelp you, so please usethis link to tell us more.
11. NUMBER FOURDONT BE AFRAID TO BE PROACTIVEEven though a
customer is not tweeting acomplaint about your company directly
@your organizations twitter handle, throughmonitoring of your brand
name, you canimpressively reach out to offer service, atechnique
pioneered many years ago byComcasts Frank Eliason.
12. In addition, many companies use Twitter toproactively
communicate issues theircustomers may be experiencing and
theexpected resolution so that social mediaand other customer
service channels arentflooded with calls, emails and comments.
13. NUMBER FIVEKNOW THE RULES OF THE TWEETAnyone posting on
your companys behalfon social media should have a goodunderstanding
of Twitters written andunwritten rules, #hashtags, messaging,
etc.,as well as have a strong understanding ofyour companys
14. Listen, use your page wisely, be consistent, be proactive
& know the rules in 140 characters orless, these are five best
practices for delivering more effective customer service on
15. MORE CUSTOMER CARE CONTENTYOU MAY BE INTERESTED IN The
Business of Being Social Customer Success Story: Threadless.com
Extends Support to 200,000 Facebook Fans White Paper: Organizing
Your Business to Deliver Effective Social Media Engagement Profile
of the Social Customer FIND THIS CONTENT AND MORE AT