With the proliferation of social media platforms such as Facebook, Google Plus and Twitter, customers have many new avenues for obtaining customer service. Each site presents its own challenges for handling the customer experience, and Twitter is no different. Here are some pointers for handling customer service issues and complaints over the micro-blogging site.
First, it is recommended that you establish a separate Twitter account for handling customer experience issues; this way, your regular Twitter account won’t be loaded with service-related Tweets, which could gum up your regular feed. Next, monitor Twitter for mentions and when an issue is noticed, acknowledge it publicly as soon as possible. Failure to do so will make your company appear cold, and unresponsive, which is bad for business. People will remember unresponsive customers. You may need to take the matter into a private channel—either via direct message or by referring the customer to your website. Then, of course, work to resolve the issue, and when it is resolved, publicly mention it has been (and score a public relations coup for your company), and thank the customer for bringing the matter to your attention. Granted, not every issue will fall neatly into these steps, but these pointers will get you started down the road to providing a dynamic customer experience over Twitter.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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