How can Twitter help you? 7 reasons to use Twitter as a customer service tool

See how @LondonMidland and @VirginTrains use Twitter well.
Twitter is a great tool for digital marketing and customer interaction.

But have you considered using it as a customer service tool?

Twitter is ideal for customer service, offering advantages that traditional methods cannot provide. 

Many brands have adopted Twitter as a customer service tool, adapting their bios to make them more user friendly and customer service orientated. London Midland and Virgin Trains are good examples, not only are their Twitter handles easy to find but they have also included contact times in their bio, letting customers know when they can expect a reply. Along with this there are other contact details included for people who want an instant reply to their queries or wish to talk to somebody.

The advantages of using Twitter to provide customer service include:

  1. Live updates- Twitter allows you to give live updates that reach a large number of people, particularly helpful for businesses such as London Midland who can send out alerts regarding delayed or cancelled trains. Twitter is useful for informing customers of any down time or problems on your main website too.
  2. Answer FAQs- If you have a large volume of followers asking similar questions, Twitter is a great way of providing an answer with one tweet instead of having to reply directly to each one.
  3. A more personal approach. Twitter is a more informal way of communicating and is closer to face-to-face interaction than other forms of customer service.
  4. Private Communication. If a customer wishes to keep their communication private they have the option of sending direct messages to the business Twitter account.
  5. Promotions. If there are any loyalty promotions or offers available, Twitter lets you communicate them to a large selection of existing and potential customers. These may otherwise be dismissed as spam when sent by other means such as email or post.
  6. Visibility. The use of hashtags on Twitter means you can easily find tweets that mention your business or a topic related to your business. Likewise, they allow existing and potential customers to find your Twitter profile and tweets with ease.
  7. It’s free and convenient.  Many customers choose to contact businesses via social media as they can tweet or message on the go from smart phones, laptops and tablets. They can also avoid calling numbers that may charge them.

As with any extension of your business, there are some points you should consider before choosing to use Twitter as a customer service tool:

Note that the brands doing well on Twitter aim to provide a response time of around 4 to 16 hours. If you can deliver, then Twitter could fast become one of your most effective ways of providing customer service.  

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