4
Ways to Use Twitter for Customer Service and Support
Do you have customers?
Are they on Twitter?
Are you using this amazing tool to support
your customers?
Keep reading to discover four ways to provide
amazing customer service with Twitter.
Why Twitter for
customer support?
”I genuinely believe that any business
can create a competitive advantage through giving outstanding customer care.” ~
Gary Vaynerchuk (@garyvee)
This is one of the
best quotes I have heard. It must give any business a lot of comfort. Even if
you have a million complaints, you can still lead with better customer
service.
When my business recently had to weather a
severe storm, we decided to default everything to simply being there for our
users and customers. It was an incredible experience.
And what better way is there to give your best
customer service than through Twitter?
Twitter has changed continually over the past few months, as the service
becomes more and more mainstream.
The results we’ve seen
from using Twitter as our most important support channel day in and day out are
incredible.
Here are the 4
most powerful insights on using Twitter for customer servicethat I’ve
learned along the way.
#1: Use the Speed of
Twitter to Your Advantage
This is a phrase that
gets thrown around a lot. “On Twitter, you need to be fast in responding!” But
just how important really is speed in responding on Twitter? Here’s
an example.
This
is the effect which speed in customer service can have.
To take advantage of
this, I make it a rule to keep response times under 5 minutes for
our customers. This makes an immense difference. No matter what problems come
up, nothing trumps being there for people, exactly when they ask for it.
It’s a rule so simple that it is often easy to
overlook. We were fortunate enough to have people publish articles on this,
purely because we were so fast in responding. That’s why I can’t stress enough
the advantage it gives you if you don’t let more than 5 minutes pass before you
respond.
#2: Personalize the
Experience on Twitter as Much as You Can
Another very important yet easily overlooked
part of giving support on Twitter is personalizing the experience. This means
you aren’t speaking to your customers behind a corporate logo.
Instead, make every
effort to replicate a face-to-face interaction. This gives the
absolute best results, in my experience. Here are three of the most
important things you can easily do:
§ Personalize your Twitter bio.
Provide your personal
Twitter handles in your company's Twitter bio.
Put your name and the names of everyone who
could possibly tweet on your business account. It builds a lot of trust. Your customers, if they have very
urgent questions, can also turn to your personal accounts instead.
§ End tweets with names.
It has long been recommended to end tweets with your initials—”lw” in my case. I always felt this didn’t make a lot of sense. Instead, end your tweets with your actual first name. It will give your customers a much better chance to connect with you, especially if you also have the names of the other people tweeting in your Twitter bio.
It has long been recommended to end tweets with your initials—”lw” in my case. I always felt this didn’t make a lot of sense. Instead, end your tweets with your actual first name. It will give your customers a much better chance to connect with you, especially if you also have the names of the other people tweeting in your Twitter bio.
End Tweets with your
first name, so you can connect on a more personal level.
§ Use your face as an avatar instead of a
logo.
A third tip that can help you personalize the experience is to use a picture of your face, instead of your logo, for your profile picture. Two great examples are Dino and Dan from Triberrand Pete Cashmore from Mashable:
A third tip that can help you personalize the experience is to use a picture of your face, instead of your logo, for your profile picture. Two great examples are Dino and Dan from Triberrand Pete Cashmore from Mashable:
Test putting your own
face as an avatar for your company's Twitter profile pic.
It’s one simple step that can
immediately make you more approachable and human.
Some people have told me in the past that they can’t replace
their logo for various reasons. No problem at all. There is still something you
can do.
For the most pressing questions from your
customers, switch from responding with your business Twitter account to
responding with your personal account. This way you can provide a
personal exchange with the branding effect of your logo remaining
intact.
Again, Dino Dogan from Triberr is doing a terrific job and earns
a lot of kind words for doing exactly that.
In special cases, just
jump in and reply from your personal Twitter handle.
#3: Use Direct Messages
on Twitter to Your Advantage
One of the keys to
great support is to help the most people you can in the shortest amount
of time. If you have a very widespread problem, with a ton of incoming
tweets in a short amount of time, using DMs can be a lifesaver.
Here is a quick
3-step guide to help you cope:
§ Send one public tweet explaining the situation. Anyone who finds your Twitter profile will
see that tweet first.
§ Then, reply to any @mentions with a DM.
First, you won’t clutter your business’s Twitter stream with @replies for other
customers looking for what is going on. Second, you can go into more
detail explaining how you can help each customer.
§ Switch back to sending @replies if there is no
acute problem anymore, but only regular
questions and support requests.
I have to admit that I got the above wrong for
a long time. I would send lots and lots of @replies in a short space of time.
The problem was that all of the customers who were looking for what was
actually going on had to scroll down many times to find the public tweet that I
sent first.
DMs are also extremely useful when a simple
@reply doesn’t give all of the information the customer needs.
In these cases, try
DMs instead of the regular “please send an email toname@company.com,” which
tends to prolong the time it takes to solve the problem.
You can send 2
or 3 DMs in a row if this allows you to answer your customer’s
problem right away.
Use
DM's wisely and make people aware you have sent one.
#4: Give Great
Customer Service to People Who Aren’t Your Customers (yet)
Did you know you can provide
amazing customer support via Twitter to people who aren’t actually your
customers yet?
Helping people who
have problems or questions of all sorts about your niche, but not directly your
product, can be an amazing way to generate new leads.
Let me walk you through this.
When I first got started with Buffer, there
wasn’t any traffic directed toward our site, but we realized there were still a
lot of people asking questions about the space we were in.
Lots of great questions were floating through
the Twitterverse unanswered, such as “How can I schedule tweets?”, “What is a
great tool to clean out my Twitter followers?” and “What is the best social
media tool to manage my stream?”
I would jump in and answer questions without
even hinting at our own tool—simply being helpful and pointing people in the
right direction.
You can do exactly the
same thing. Whatever service you are offering, there will be a great number of
people asking questions related to your field. When you just help them out,
many people naturally check out what you are building and become loyal
customers.
Here are 3
great tools to set up search terms so you can find those future customers’
questions:
§ TweetDeck or HootSuite columns. You can easily set up search
terms with the most relevant wordscontained in questions you want to answer
for people. Here is one that I used:
Setup search terms to
follow relevant searches for your brand.
§ InboxQ: Another great way to find and answer
questions from anyone is InboxQ. It works as a neat Chrome browser extension.
You can save searches and receive notifications whenever there are new
questions you can answer:
InboxQ is a great
Chrome browser extension to keep track of people asking questions.
§ Twitter
Search: Although Twitter’s
search tool isn’t perfect, it has some terrific customization
options—especially “advanced search,” which will allow you to pin down
exactly what you are looking for:
Don't forget good old
Twitter search to find great questions you can answer.
By nature, I believe that Twitter is simply a
terrific place to give great customer support, but it hasn’t been fully
embraced for this role by many companies yet.
I hope some of the
ideas above will help you make your customers love you a lot more.
What do you think? Can you improve support for your
business with some of the above tips? What else are you doing that I might have
missed here? Leave your questions and comments in the box below.
Leo Widrich is the co-founder of
BufferApp.com, a smarter way to publish your tweets and other social media
posts. He writes more social media tips on the Buffer blog. Be sure to connect
with him @leowid anytime. Other posts by Leon
Widrich »