Twitter gives small businesses the opportunity to directly interact with their customers. Here, numero presents its five top tips for SME owners hoping to use the social network for customer service.
Enable notifications for customer service
Customers often expect a quick reply through social media. If you don’t have a dedicated representative monitoring the social network, enable notifications on the Twitter app via your smartphone. This will push notifications of customer correspondence to your phone, as and when they occur, enabling you to offer a swift response.
Try to take the conversation private
If the customer has an issue or complaint, ask the individual to direct message you for further correspondence (you will both need to be following each other to do this). This means the customer can safely give you their details, such as an account reference number, while also ensuring the conversation between the individual and the company continues outside of the public eye.
If your company is repeatedly asked the same question by customers (e.g. a product enquiry), consider writing a page of content on your website for further questions. This approach allows you to share the link with the relevant individuals, rather than wasting time writing the same answer on multiple occasions.
Offer customers multiple channels of contact
Give customers the opportunity to call or email following their question on Twitter. Many users prefer to use multiple contact channels following an enquiry, utilising social media to get a telephone number or appropriate email address. Consider supplying users with the most relevant details following their tweet.
Follow up on resolved enquiries via Twitter
Use Twitter to follow up on a resolved consumer issue, tweeting the customer a few days later to check they are satisfied with the resolution of their enquiry. This behaviour is good customer service for social media and will increase the likelihood of returning business.