Almost all your customers are social media users. They are tech-savvy and most of the time they are also mobile.
This is the reason why Twitter is one of the leading social networking sites because it’s perfect for your customers who live a fast-paced life and who consequently need updates as quickly as they can.
In 140 characters or less, you can improve your customer relations through Twitter. Here are five ways you can leverage this social networking site for your business specifically in the area of customer service.
1. Tweet regularly
You need to communicate with your customers regularly to build your relationship with them. Regular communication is the basic rule in strengthening any kind of relationship.
By regularly tweeting your latest products, promos, and other marketing efforts, your customers get updated on what’s happening in your business. Make your tweet enticing. Remember that you’re not the only one that your customer is following.
Among all the updates in your customer’s timeline, your tweet should be engaging enough for them to read on or participate. Ask questions not only related to your business but also about things that will interest your customers.
2. Reply promptly
The reason why customers tweet you is because they need your reply fast. They don’t have the time to call your branch or head office to inquire about certain products or promos.
Make sure that you assign someone who will reply immediately to your customers’ inquiries. Remember that customers can quickly express their appreciation or dismay in one tweet.
Your customer’s reaction has a ripple effect that can be difficult to manage if you don’t address it promptly.
3. Create a customer service account
In relation to providing quick replies, you can do this effectively by creating a separate customer service account. Nike, for example, has the Twitter account @nikesupport for addressing customer inquiries directly.
This helps them to respond real time to their customers. This is also useful for gathering data in terms of the frequent concerns of your customers as well as their common requests.
Knowing these things will help you come up with a better solution to common complaints. It will also help you think of new products to address their growing demand.
4. Retweet them
It means a whole lot to your customers if you retweet them. When your customers mention you, make sure you retweet them. It’s also a good form of advertisement to get other followers engaged in your promo or event.
Kate Spade New York recently hosted a party in Dallas and San Francisco. Customers and participants who tweeted about it were retweeted by @katespadeny. Instagram photos that were tweeted about the event were also retweeted.
This is a great thing because it’s equivalent to an instant press release to all your followers about the event turnout. When your customers are happy about your product or a service they received from you, make sure you retweet them, too.
Customer testimonials build your brand and opens opportunities to entice new customers.
5. Take advantage of hashtags
If you want to engage your customers to discuss about a certain topic, use hashtags like #holidaygifts or #stylefortheday. This is one of the best ways to get ideas from your customers. Hashtags can be used for a lot of things.
Radio stations often use different hashtags for the topic they’re discussing for that day. Just recently, retail stores have been using #BlackFriday to promote the latest deals in their branches.
When hurricane Sandy hit New York, netizens used #Sandy for regular updates, relief and rescue details, and other helpful information that could be passed on to a lot of people.
Customers often use hashtags to get involved about the latest events and trends they’re interested in. You can use this not only to promote your brand but also to promote a cause.
Twitter makes your business reachable to your customers. It’s like having a personal connection to a brand. Take advantage of Twitter to strengthen your relationship with your existing customers and open doors to new ones.
A simple update, reply, and retweet can make a whole lot of difference in one customer’s experience about your brand and overall service.