As one of the leading social networking sites, Twitter helps you interact with customers, listen to them and solve their problems, and turn them into loyal followers. Above all, the world will see how efficient and professional you are when doing it.
Here are five customer service tips you can use on Twitter:
Empathize with Your Customers
At times, you will receive tweets from upset customers. Don’t skimp over their disappointment.
You have to acknowledge the issue and the inconvenience it caused. It will appease your customers, as they feel valued by someone who sincerely wants to help.
Offer Real Help
Your main goal is to provide great customer-facing assistance. The point of having customer service representatives is to answer customer FAQs and solve common issues.
If your CSRs cannot provide definite answers to valid questions, they must know who to refer it to and keep customers posted every step of the way.
Customer support is not merely having the right resources or answers. If that were true, automation will take over all replies or feedbacks. Your reps must sound as unscripted and as human as possible.
A good reason your customers choose your Twitter account to reach out is to avoid scripted phone calls with reps who have limited handling times.
Hence, your reps must use a friendly tone to explain how they can help without sound like a robot. You must avoid using canned statements if possible.
Add Signatures or Names to Your Tweets
Ensure your company’s or rep’s name is attached to tweets. It assures customers they are talking to real people who take ownership of their tickets or issues.
Address Customers with Their Names
Your customers love to see their names in your tweets. They will find that your business is sincere in providing customer support when you reply with personalized tweets.
Avoid Formal, Use Casual Conversations
Customer service on Twitter, or anywhere else, is about building rapport. Hence, you have to avoid using hifalutin words to sound professional. You can offer the same experience by using a casual tone in normal conversations.
Your reps must be adept in making customers feel comfortable by avoiding jargon, if possible. Avoid clichés and use creative strategies to empathize and to advise.
You may have a dedicated customer service account or one-stop account on Twitter to handle complaints and feedbacks. But one thing is certain: having a consistent voice for your brand.
A well-documented customer service strategy for Twitter ensures that your social media team are working on the same page, understanding your brand’s mission and vision, and offering a world-class service, as expected of them.
Finally, personal, friendly tweets are not limited to support. You have to embrace and apply it to all your tweets so your followers can relate to them.
Image courtesy of m.p.3.