Responding to customers on Twitter – How do we do it?
Responding to customers on Twitter has always brought up questions like when to respond, what to respond with, where to respond - public or Direct Message(DM). Here’s sharing our experience @myantsdigital with an attempt to answer all these questions.
When to respond while responding to customers on Twitter?
Twitter is real time and therefore works beautifully for customer service.
The swiftness of the platform makes it simple for customers to ask you questions, applaud your service, your products, share experiences or reach out if they need support. As more and more people shop and share feedback online, it is becoming imperative to provide real time and easy customer support. Therefore, be quick to respond. Promptness pays off in customer service. The Twitter Customer Insight Survey of 2015 says that 77% of people on Twitter feel more positively towards the business after receiving a positive response. And 81% consumers don’t recommend that company to their friends when they do not get an answer on Twitter.
What to say when responding to customers on Twitter?
You can respond to tweets just like you would respond to any person if they walked into your store, just that there’s a limitation on the words. Your tweets don’t have to be formal. Rather, respond enthusiastically and see it pay off. You can even just heart someone’s Tweet to like it. And let me bring in some consumer behavior from my traditional marketing experience of 16 years. People like to be liked. Period. By hearting someone’s tweet, you just won her/his heart. I recommend using pictures, GIFs, or emojis because visuals surpass the barriers of language and literacy. Use Twitter’s new GIF search to help you find the right one in just a few clicks.
Where to say while responding to customers on Twitter?
This is really about when you should move conversations from public to private. Here's my recommendation. If a conversation is light and positive, we definitely recommend you amplify the positive reviews by keeping it public. It can help you showcase to other potential customers that you're reachable, quick and empathetic. But when the conversation is going against you, it can still be valuable to address straightforward negative comments publicly. This helps boost brand image as people see you delivering great customer service. Sometimes, you may need a customer’s personal information. At other times, the problem may be escalating instead of getting solved and there may be a lot of exchange happening. In both cases, you must attempt to move it to Direct Message. You can do this gracefully by replying with a “Send a private message” link. Direct Messages are private and don’t have a character limit, so they’re perfect for conversations that are getting wordy or you would prefer to have between just you and a customer. See how to easily make a “Send a private message” link.
Hope to have answered the questions that bother so many minds.
Being active on Twitter while you run a great business can help ensure more people hearting and following you. This builds reach and you will soon have people tweeting positive reviews. Now, that brings in a great feeling and when you retweet it with a quote thanking the person, you broadcast it to your followers. These work as testimonials to promote your business. The more aptly and adeptly you use your Twitter account, the more responses will pour in creating loyal customers. Just keep the above tips and tricks in mind and you'll have happy customers dotting your Twitter feed. Have more questions? Tweet them with a tag to @archana_arora1 or @myantsdigital.