The social environment is constantly expanding, but one thing remains constant, the ability to serve your customer in ways they wish to be served. Twitter is an online social networking website and microblogging service that allows users to post and read text based messages known as tweets. Launched in 2006 by Jack Dorsey. Twitter is now in the top most visited internet sites.
According to StatisticBrain.com, there are a total of 554,750,000 active registered Twitter users. 135,000 new Twitter users signing up everyday. 58 million average tweets per day, and 43% of Twitter users utilize their phone to tweet.
Keeping customer service simple is about understanding what the customer wants during every step of engagement.
The Connecticut Insurance Department tweets regularly to residents of the surrounding areas on insurance news. Their most recent tweet communicates about posting the worker’s comp rate filing for 30 day public comment, with an attached link. There is additionally a tweet to Connecticut producers interested in placing business through Exchange, having to be certified by Exchange.
- Problem resolution- The main goal of customer service is to help someone resolve their issues. While phone conversations can help solve problems, wait times do not. Twitter is a lightning fast platform that can help sift through and solve problems quickly. If it's a small issue, a single tweet may be enough. For a more complex problem, the brand can initiate a deeper conversation with the customer.
- Positive brand image- Great customer service gets talked about, and this can lead to more sales and more attention. Twitter is one of the most viral platforms around, which can make one happy customer into an international story.
- Staff involvement- If the team does not buy into the notion of helping the customer, they are going to provide sub-par assistance. Twitter is not only a more interesting platform than phone or email, but gives staff a better picture of their impact on others.
- Cost reduction- Customer service via Twitter often takes less time and a lot less money than a dedicated call center. With Twitter, it's necessary to be short and to the point, which reduces the time needed to solve each problem.
Gary Vaynerchuk, author of the New York Times best seller 'The Thank you Economy', says, ‘The reason I was able to grow my business was that every day, after producing 30 minutes of wine television, I spent 15 hours a day replying to every single person's e-mail and every single person's Twitter @ reply. Your followers are your customers. And we can’t leave that type of engagement on the table.’
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