Today we will discuss about a few good Twitter Tools for customer support and how Twitter can be used for better customer service.
How brands can use Twitter for better customer support?
Twitter has become an increasingly popular platform for brands to provide customer support. Here are some strategies and examples of how brands effectively use Twitter for customer service:
- Respond quickly to issues: Twitter allows for real-time interaction, so customers expect quick responses. For instance, Nike’s customer service account, @NikeSupport, is known for its rapid response times, often replying within minutes.
- Move conversations off-platform when necessary: If a customer issue is complex, it might be best to move the conversation to a private channel. Southwest Airlines frequently directs customers to their direct message (DM) or customer service email for more detailed discussions.
- Showcase your brand’s personality: Twitter is not just a platform for addressing complaints, but also an opportunity to exhibit your brand’s unique voice. Charmin, the toilet paper company, does this well with their humorous and playful interactions.
- Be proactive in monitoring brand mentions: Don’t just wait for direct queries. Monitor your brand mentions to find customer service opportunities. Domino’s Pizza exemplifies this by proactively responding to any tweets mentioning their brand, even if the tweet did not directly tag them.
- Be sincere and informative: Authenticity goes a long way in building customer trust and loyalty. Zappos, an online shoe and clothing retailer, is known for their genuine and helpful responses on Twitter.
- Don’t ignore feedback: Negative feedback can be an opportunity to improve. Adobe, for instance, takes time to acknowledge and thank users for their feedback on Twitter.
Effectively using Twitter for customer service involves quick responses, moving complex conversations to private channels, showcasing your brand’s personality, monitoring brand mentions, being sincere, and not ignoring feedback.
Twitter Tools for Customer Service (Native Tools)
Just like Facebook, Twitter realises the business potential it has. They understand how businesses and brands are leveraging Twitter tools for marketing purposes. Keeping this in mind, Twitter has rolled out 3 new tools for better customer service.
Tool 1: The Response Alert
Twitter offered the option to some established brands to update their customers about when these customers can find a quicker response from the brand. Now, Twitter is expanding this option for all brands across the board. Customers can check up the time when they are most likely to get a representative of the brand online to answer their queries. Brands can upload time frames on their Twitter page as to when they are most active on this platform.
Tool 2: ‘Provides Support‘ Tag
Twitter allows brands to upload a ‘Provides Support’ tag to their Twitter bio. This gives a clear indication to customers what kind of support they can expect from the brand on that page. Information about a business by using the mention function (using @) can also be picked up through the ‘Provides Support’ button.
Tool 3: Direct Message
More often than not, users find it tough to find the Direct Message button on a brand page. Not anymore! If your brand is able to make use of the two functions mentioned above, you should also benefit from a larger Direct Message button. Connecting on a personal, individual level is possible through this option. Twitter feels that such an option will encourage the users to think that your brand is interested in a personal touch.
Best Twitter Tools for Customer Service (3rd Party Tools)
Also there are several Twitter tools that can significantly improve your customer service efforts. Here is a list of the top ones:
- Audisense Connect – This tool promises to turn Twitter into your personal customer relationship management tool, helping you follow and unfollow users strategically.
- SocialPilot – Known as one of the best Twitter management tools, SocialPilot makes it easy for you to manage your Twitter profile and engage with your audience.
- Statusbrew – An all-in-one Twitter management tool, Statusbrew can save you hours each week by streamlining your Twitter tasks.
- Tweet Hunter – Voted as the top tool on Producthunt, Tweet Hunter is an essential tool for Twitter marketers, providing valuable insights and analytics.
- Sprout Social – Sprout Social’s Twitter management tools encompass nearly all tasks you’d need to accomplish—management, scheduling, listening, monitoring, and more.
- HootSuite – A well-known Twitter management tool that allows you to manage multiple social media accounts in one service including Facebook, Instagram, and more.
- eClincher – Known for its unlimited scheduling and powerful CRM integrations, eClincher is another great tool for managing your Twitter presence.
- FollowerSearch – With a database of around 800 million Twitter accounts, FollowerSearch is a top Twitter analytics tool that can help you search Twitter bios, sort Twitter followers, and more.
Remember, the best tool for you will depend on your specific needs. Consider factors like your team size, budget, and specific goals when choosing a Twitter tool. Follow Seven Boats on Twitter.
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