How to provide customer service on Twitter
Twitter is a quick and engaging medium for social media users, which means it is a good platform for companies to provide quality customer service.
According to a survey by SimplyMeasured, 95 percent of brands are on Twitter, and 23 percent utilize customer service on it.
As there always is with social media, strategy is key in engaging properly with customers. Here are three characteristics to effectively employing customer service on Twitter:
1. Customer help awareness: Customer service on Twitter can't work if consumers aren't aware that it exists. Make at least a part of the account actively dedicated to product/service concerns. Mashable suggests easy access to the Twitter service for customers by putting an obvious button on the company website that links to Twitter.
2. Timeliness: Customers want to be heard and replied to within a short period of time. SimpleMeasured, a social media analytics source, reported that 100 percent of customers and 100 percent of brands expect responses within a few days. However, 91 percent of brands respond within 24 hours.
3. Genuine interaction: Mashable warns against stretching the truth and offering lackluster customer support online, because an angry customer can lash out in so many channels. But honesty, clarity and personal attention can go a long way.