Handling the Customer Experience on Social Media: Twitter

Since the internet began, people ranging from everyday Joes to celebrities, shared their thoughts and feelings through various blogging sites, such as Blogspot, Live Journal and Diary Land. Then came Twitter, and changed the blogging game forever. In the past, blog posts could actually be mini dissertations, but Twitter forces you to say what you want in no more than 140 characters. Businesses have jumped on the Twitter bandwagon, and customers use it to bring issues to a company’s attention. So how do you manage the customer experience on Twitter.

First, you manage it quickly and efficiently. Other users will see that you are ignoring a customer’s issue and will think of your business as being unresponsive. They will in turn tell others, and who will tell others, and so on. In many ways, it reflects the word of mouth publicity that we see in the face to face world. Acknowledge the customer’s problem, and if need be, take matters private, especially if the customer is being rude and mean. You may also want to take it private in order to open a support ticket for the customer.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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