The business world is constantly changing, and like the animal world If you don’t keep moving, you’ll be trampled. So in order to survive you need to continuously adapt to the changing technologies. One of the main trends beginning to emerge within the past few years is companies taking customer service online. With customer service being an aggravation for most users, it’s important to make a positive impact – so why not make the impact public?
Though cutting lag time by moving to the cloud will help inital customer complaints, and product movement, it’s important to have a game plan for when there are customer complaints. There are two companies who stand out for handling customer service complaints via Twitter, Comcast and Dunkin Donuts. Both are quick to answer, put faces to their brands, and solve issues quickly and privately. Leaving customers feeling heard and with a more positive outlook on the brand.
Find out what three things your company needs to focus on in order to improve upon your customer service strategy:
1.) Create a Face for Your Brand – In the transparent world of social media it’s important to create a person for your customers to reach out to. No one wants to feel like they are being handled by an automated machine, especially when they are already frustrated with your service. Personalize your brand by creating Twitter handles for customer service reps, an example from comcast is “ComcastWill.” I reached out to him when I had a problem, rather than “Comcast cares,” because I didn’t want my tweet to get lost in translation. Though the same person may handle both accounts, I went with the more personalized version for help.
2.) Communication is a Two Way Street - Before major brands joined the Twittersphere, communication was a one way street, a street where users could complain about products gone awry and for others to weigh in and agree. Now brands can open it back up, discuss what the problem is, and create a positive spin on a negative tweet.
3.) Get Instant, or get out!- One of the main reasons to join Twitter is to be able to connect with your users instantly. Someone mentions your company name, tweet them. Is it positive? Thank them for the positive feedback. Negative? Find out what went wrong and how you can help. If you take too long to respond they’ll have already moved on to another thought, use the instant access you have wisely to improve your brands image.
Consumers are getting more tech savvy when it comes to social media, in order to stay at the forefront maintain friendly but professional accounts across the social media channels your users frequent the most. The more ways to stay in contact with users the better.
What tips to you have for maintaining a positive brand image on Twitter? Let us know in the comments!