Twitter can enhance your company's customer service, by adding another communication channel for customers to make a connection with your company. People get tired of the long waits on either the phone or in a store. Plus, this may reduce the phone hold times or store lineups, as more people start to use this new channel. By providing a customer service channel on Twitter, it provides the valuable benefit of saving the customer time.
When you setup a Twitter account for customer service, be sure to post the times that you are monitoring and responding to customer issues on Twitter. It would be a good idea to also let customers know the timeline in which they could expect a company response to their issue. This way it is very clear to a customer as to when the channel is open and being looked at, so the customer then knows when the issue is being reviewed. You will also need to assign staff to monitor the Twitter account, and empower them to be able to solve most issues quickly.
So go ahead and setup your new customer service communication channel, and start saving time for customers, and reducing your phone hold times or in-store lineups.
When you setup a Twitter account for customer service, be sure to post the times that you are monitoring and responding to customer issues on Twitter. It would be a good idea to also let customers know the timeline in which they could expect a company response to their issue. This way it is very clear to a customer as to when the channel is open and being looked at, so the customer then knows when the issue is being reviewed. You will also need to assign staff to monitor the Twitter account, and empower them to be able to solve most issues quickly.
So go ahead and setup your new customer service communication channel, and start saving time for customers, and reducing your phone hold times or in-store lineups.
