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Want To Use Twitter As A Customer Service Tool?


Are you getting inquiries for posts about your business on Twitter? We all are aware of the fact that everything is going digital, it is but natural for us to get in touch with each other through social media. Same goes for customers who have inquiries regarding your business.

Here are a few tips helping you out in how to make use of Twitter to up your customer service game, all thanks to Hootsuite, who have come up with these awesome tips.

1. Respond to customers with enthusiasm

Respond quickly. Prompt customer service pays off. And when consumers don’t get an answer from a company on Twitter, 81 percent don’t recommend that company to their friends, according to a 2016 survey conducted by Twitter and Research Now. Think of interacting with a Tweet directed at your business in the same way you’d greet someone who walked into your shop. We recommend checking your Twitter at least once a day to respond to potential customers.

Keep your responses short and friendly. Click the heart on someone’s Tweet to “like” it. People like to be liked!

And don’t be afraid to use pictures, GIFs, or emojis. An enthusiastic GIF or a smiley face clearly communicates your mood (and images can transcend language or literacy barriers).

In this reply, @theDryBar uses a heart emoji (the color even matches their brand!) to show a positive Tweet some love.

Twitter post

And here, @RKSupport shares an image of their sizing chart to help answer a customer’s question.

Twitter sizing chart

Not everyone tweeting about your business may know your handle. Consider searching Twitter for your company name and see if there is conversation around it. Remember you can filter Twitter searches by location, date by selecting “More options.”

3 Tips for Using Twitter as a Customer Service Tool | Hootsuite Blog

If you’re on Hootsuite, make a column that monitors mentions of a few keywords. If your business is an Albuquerque plant nursery called “Sandra’s Cactus Emporium”, for example, then “Sandra Cactus,” “Cactus Albuquerque,” and “Cactus Store” would be good terms to watch.

2. Move conversations from public to private

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.

If a conversation is light and positive, keep it public to show other potential customers that you are reachable. It can even be valuable to address straightforward negative comments publicly, so other people can see you delivering great customer service. But if you need a customer’s personal information or the conversation is going to have a lot of back and forth, move it to Direct Message. You can do this gracefully by replying with a “Send a private message” link.

3 Tips for Using Twitter as a Customer Service Tool | Hootsuite Blog

Find out how to easily make a “Send a private message” link.

3. Amplify positive reviews

By being active on Twitter and running a good business, you help to ensure customers will tweet positive reviews. These responses feel good and can be used to promote your business. By retweeting one, you broadcast it to your followers.