Utilizing Twitter For Customer Service
More and more businesses today are discovering the benefits of having a dedicated Twitter service team. The cost is low and the benefits are high for both consumer and company. Twitter provides a perfect platform in which to reach out and get in touch with your customers in a way that’s been unprecedented before the dawn of Twitter.
Charter Cable Company, for instance, monitors the Twitter feed stream for any mention of Charter, especially ones that contain a complaint of something wrong. The team is on it in an instant; before the Tweet even disappears off the screen, a Charter Cable team member is in touch with the customer to ascertain the problem and if there’s some way to help. Often, the issue is resolved through Twitter and the customer never has to wait on hold for the next available operator. Many other companies have started to adopt this customer service model with great success for all parties involved.
Twitter is having quite an impact on how customer service support is being viewed by big business, and small business should probably take a good look, also. How can you best serve your client? Immediate attention through Twitter not only fosters good customer relations, it also inspires brand loyalty. Why would you go elsewhere for a product if the product works reasonably well and more important, if something goes wrong, it is immediately fixed? In most cases, a happy customer is a loyal customer, and the business industry is starting to realize what a valuable tool Twitter is to good customer support.
Establishing a team of customer support reps on Twitter requires some minimal training and investment, but the dividends pay off handsomely for both the business and the customer. Both come away from this arrangement with benefits, and with the growing population of Twitter expected to keep on rising, more and more people can be reached and serviced through this medium.
On the company side, reduced revenue for customer service is a winning situation for them. Some employees are able to work from home, reducing overhead costs. Operators can stay in touch via Twitter through mobile applications to both their company and their customers. Response is real-time and instant; a log can be kept of all correspondence, making misunderstandings less of a concern. An active Twitter presence is becoming more important to online and offline businesses as they fight to beat the downturn of the economy. Using Twitter as a tool to help support their customers is another one in the arsenal to be a success.
A business these days needs every edge they can get, and customers are looking for value for their dollar. Advancing technology and platforms such as Twitter are making this an easier proposition for both customer and company that it ever has before.
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[...] This post was mentioned on Twitter by Vitaly Tennant. Vitaly Tennant said: RT @michael_duvall: Utilizing Twitter For Customer Service http://tinyurl.com/ya8cgnk [...]
It’s a real relief to hear some companies helping out customers so quickly, you won’t get this from the large cable firms that’s for sure
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This post was mentioned on Twitter by michael_duvall: Utilizing Twitter For Customer Service http://bit.ly/8jpXV0 @CharterCom…