Can we provide good customer support on Twitter?
Many of us has read the story on how Comcast used Twitter to become a front runner of good customer support on Twitter. Frank Eliason which is the manager behind @comcastcares is probably the most recognized customer service manager here in the US. He has proved that costumer support can be done on Twitter, and done the right way you can turn a bad apple into a shining star.
We also can use Twitter to provide good customer support for our personal brand.
Strategies for Customer Support on Twitter
1. Listening
One of the most important aspect of providing good customer support, is to become a a good listener. Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying.
The best ways to listen on Twitter is to use the following tools;
Learn how to use Twitter Search find information about your brand. Do a simple search on your username. If you only put in your username, this will include your own tweets and any time your username is mentioned in anyway. Try then do a search with @username this will narrow it down to anytime someone mention your username on Twitter. There are various search operators you can use to find the exact information you are looking for.
b) tweetbeep is a great service where you can set up defined keywords to look for. These keywords can include your username, your product, your niche or just something you want to keep track off. Every time one of these keywords is mentioned on Twitter this service will send you and email to notify you.
c) Google Alerts helps you keep track off relevant Google information based on your keywords. Again you want to include your Twitter username, your product, your niche etc. This time you will get an alert when a blog or website mention your keywords.
2. Anticipate needs
This require that you get a little more creative. Here you will need a desktop Twitter client like Tweetdeck or Seesmic. Or if you prefer a online Twitter client then you can use Hootsuite. What you want to do here is to use the search option to create columns related to your customer needs.
Here are a couple of examples;
Lets say you are looking for customers that are new to twitter, then you will create a column based on the search term “New to twitter”. And the same if you are looking for customers that are new to blogging, then create a column based on the search term “New to blogging”.
This open doors for you where you can get in a dialog with these customers.
PS. This can also be done on Twitter Search. Make sure either you use a Twitter Client or Twitter Search to provide the search term in apostrophes “xxx”. This will narrow it more down to the info you are looking for.
3. Make them important
You want to treat your customers as individuals. Compliment either a tweet or article they wrote, make sure you then include their @username. This a great way to create trust. And make sure you thank them every time they mention you or your product. If you have 1000’s of followers and many of them start to mention within a short time frame this can be a little tricky. But again you can do this by being a little creative.
Twitter has one feature called Lists. You can create a new list called customer-feedback, where you add everyone that mention your username/product. And then send out a general thank you note recognizing everyone on this list.
4. Be prepared for adversities
You need to be prepared for how you handle negative critique about yourself, or your brand.
Always start out with apologize, and then ask what you can do to fix the problem. Then follow up with 2 – 3 alternatives for what you can do for them. These has to be alternatives you know you are able to provide without any extra cost for the customers.
Don’t be afraid to admit mistakes.
Most adversities is caused by miscommunication or misunderstandings. Therefore also take time to make sure your customers understand your information/product.
Make sure you value your customers critique. Remember critique is a opportunity to improve.
5. Be a ‘Yes’ person
Always look for ways to help your customers. If you get a request or question from you customer that you don’t know the answer to immediate, then inform you will get back to them. Don’t make up a answer that you can’t back up. Do some research.
What if one of your friends ask you on Twitter for a good restaurant in your city. Then why not try and see if you can find out the day and time they wanted to be there; how many will be in their party. After you have acquired this you check up one of your favorite restaurants. Make a reservation according to how many is in the party with the name on their Twitter profile. Find out what the special is that day. Then send them a tweet informing you made reservation for the party at xyz restaurant with link to restaurant at x:xx pm. Recommend them to try out the special of the day..
6. Give more then expected
We all have a image in our mind of what we will get in return for the prize we are willing to pay for a information product.
If I go to the movie theater to see a movie, then I have an idea of how long it will be; who the actors are; the plot; and the prize I have to pay to see it. What if when I came to pick up my tickets the person behind the desk told me that I was customer 150 and was rewarded with two free tickets to any show of my choice. Well then I will get more then I expected for the prize I paid.
With creative info-sharing you can give your Twitter friends more then they expect. Build up tweet anticipation with 3 – 4 exciting tweets about the info. And then guide them to your blog or website where you deliver the info with additional info they did not anticipate. The reason we keep returning back to a blog or website is because we know they keep deliver more then we expect.
7. Encourage feedback
You want to encourage your customer to leave comments/feedback on your blog or website.
Most customers just want to feel they belong, and that someone wants to listen to their needs.
If your customer leave a comment get back to them as soon as possible. Be creative and send your comment as a tweet. Some commenting system has this option incorporated already.
Also if you have the opportunity check out their blog/website and leave a comment there where you thank them for the comments on your blog/website. And then tweet a link of their blog/website.
TIP: Familiarize yourself with Twitter Customer Support
Now it’s your turn;
Have you found creative ways to provide Customer Support with Twitter? Let us know what you do to make difference with your Customer Support on Twitter.
@chrissponias
Thank you for your guidance! I don´t know how to put in practice what you are teaching us here though, because I don´t like the idea of following the people who may care about my work and try talking to them… I think that this is like pursuing customers.
Or is just a matter of being helpful, and if we are well-received, this is great, otherwise, we should simply say “never mind”?
I´m not shy, but I don´t like to bother other people. I prefer to wait until they will find my work.
However, on Twitter things can go faster…
I´m seriously considering the necessity to change my mind, and start talking to the people who may need my help.
@TwtrCoach
Hi Christina.
Customer support is something we deal with in various situation. I don’t think it is so much about pursuing your customers, but take time listen to their needs and wants.
With Twitter and Social Media in general there are new doors opened for creative customer support.
I have meet some great Social Media bloggers that is more introvert and not used to the face-to-face customer support. With Social Media and blogging they have been able to present their own product. Creative customer support techniques has allowed them to provide excellent support without involving to much face-to-face.
Part of my background is from the Hospitality Service where we dealt a lot with face-to-face customer support. And I believe you can use a lot of the same techniques in a Social Media setting.
And like you say in the end with Twitter things go fast. Today I have put my Customer Support focus on asking questions like “How Can I Help You?”
You will start see positive changes when you use some of the principles I mentioned here in my article.
Wish you all the best, and I hope I planted a seed in your mind towards think outside the traditional ‘box’.
Cheers.. Are
@chrissponias
Yes, you helped me a lot! Thank you!
@flashtweetapp
The beauty of Twitter is, when properly used, you have the advantage of engaging a 2 way conversation with your customers you may not have been able to reach in the first place.
We offer a service tool that allows a user to target their customers by inputting a search term and/or by geographical location and much more. Getting new, targeted followers made simpler!
@chrissponias
This is great, but besides all the tools and the right attitude, you also need Time in order to put everything into practice…
@TwtrCoach
Hi Flashtweet, Twitter most definitive open for two way communication. There are several brands that has understood how powerful Twitter is as tool to better reach their customers. Just look at companies like Dell and Best Buy. And don’t forget Zappos. Tony Hsieh made an awesome brand utilizing great customer support techniques on Twitter.
And Geo tagging is most definitive a great way to find prospects in your local area.
Hi Christina. Proper time management is most definitive a important component.
You gave me some ideas to work with here.
Cheers.. Are
@nirb
Are, great tips!
Take a look at Followbase, it’s a Twitter-based customer service & support forum that encourages customers to share feedback. Each Followbase forum can easily be claimed, moderated and customized by the company team. I’d love to hear your thoughts.
Thanks
Customer Service does have a negative tone to it, but if done correctly it can be amazing. Twitter is by far the best tool out there right now for customer service, because it’s instant and free. I really wonder why everyone isn’t understanding this. Obviously the people this blog get it, but there are too many that don’t. Maybe that’s a good thing.