How To Succeed At Customer Service via Twitter
Twitter is an often overlooked social media platform that can prove to be very beneficial for businesses that know it inside and out.
The great advantage of Twitter against other growing platforms is its focus on communication. No other social media platform has such a straightforward communication channel between brands and their audience.
One of the best ways that you can use Twitter for your business is by providing top-notch customer service that shows you listen and care about what your customers and clients are saying.
Actually, it is more than likely that your customers are already talking about your business on Twitter. They could be sharing amazing reviews, giving out suggestions, or even just trying to know more about your values and mission.
Customer service will help you turn those current and potential clients into raving fans of your brand, which will help with word-of-mouth and increase your bottom line.
But how can you become a pro at customer service in Twitter? Start by following these four incredibly easy steps:
Step 1: Optimize your profile
If you already have a Twitter business account – great! But if you do not, you can create one here.
Now that we have that out of the way, let’s optimize your profile so that your audience enjoys the best user experience possible.
For your profile picture, it is best to use your company logo so that you are recognizable at first sight. Then, it is also essential to add a banner (the picture above the logo) that visually shows what you do. You can use Canva to make this.
But we’re not done: under your logo, you’ll find your bio. There you can write about your business and add a “follow me” call-to-action. Under that, you should set up your physical address so that your customers can know where you’re based. And finally, connect your profile to your website if you have one.
Step 2: Monitor brand mentions and Direct Message
There are two different elements to excellent customer service on Twitter, but they are all focused on listening to your consumers and caring about them.
How can they talk to you?
First, they can send you a DM (Direct Message). That is a private message between you and them, and you’ll find them on the top of your screen next to notifications. Whether they are asking you for help, extra information, or simply saying “hi,” make sure you text them back and help them.
Or they can tag you on their tweets. You’ll receive a notification that someone just mentioned you. Go check what they’re saying about you and don’t be afraid to jump in and have a conversation with them. But remember, unlike DMs, this isn’t private but for the world to see.
Step 3: Create informative content
And finally, Twitter is a great social media platform to build an engaged audience. By creating content that not only entertains but informs such as how-to videos, or product guides you are also providing customer service that your buyers will appreciate.
This is how Twitter can become your next customer service tool. Do you have a Twitter business account? If not, what’s stopping you? Let us know in the comments!
Marti writes about digital marketing and entrepreneurship. Find him with coffee and a laptop while traveling back and forth between Barcelona and Charlotte. Connect with him on LinkedIn.