Twitter As the New Customer Service Tool

Twitter is constantly revealing new ways of doing things differently, and this time it may well transform the field of customer service. It’s not only networking, gossip, and news that’s floating on Twitter – a good number of complaints and feedbacks are also sent back and forth every day across the micro-blogging social network. Counter-intuitive as the idea might seem at first glance, customer service through Twitter is working out wonderfully for most companies, the result being an ongoing trend of dedicating a Twitter channel for grievance handling.

Twitter As the New Customer Service Tool

Twitter As the New Customer Service Tool

Here’s what makes Twitter tick for this growing practice:

  • Speed: Customer service is all about speed. If the problem is not resolved fairly quickly, there is a high risk of losing the customer permanently. This is where Twitter helps, because it gets the message across in real-time, also saving the customer the pain of having to type long emails of complaint.
  • Reputation: A business neglects customers’ tweets at its own peril. The recent storms of protest against indifferent brands have made companies realize that Twitter is not to be taken lightly. In fact, Twitter is making customer service transparent, which is restoring confidence. This is also good for companies because gathering and showcasing positive feedback is easier now.
  • Reachability: It’s now possible to reach the service provider easily. All you need is a Twitter handle and a 140-chracter message, which anyone who has a Twitter account can do. By contrast, it’s nearly impossible to make sense of the complicated calling trees, which take a lot of time and sometimes leave you with no option but to hang up.
  • Operational efficiency: For companies too, Twitter comes as a relief. Having to keep dedicated phone operators round the clock is not only expensive, but very inefficient. From Twitter, the incidents can be easily routed to the right department and resolved quickly.

It’s real-time communication combined with social reputation management that makes Twitter such a great choice for customer service. For companies looking to increase customer loyalty, this is the best way to improve engagement.

Post a comment.

Captcha Captcha Reload