How Twitter Has Changed Customer Service As We Know It

One of the realities of being in the digital game these days is that one dissatisfied customer or client can wreak havoc on a company’s reputation. No doubt, you’ve used Google to check out reviews for a product or a service, and lo and behold, you get real – and sometimes even raw – feedback that immediately paints a picture of the company, fair or not.

Twitter has become the dominant social media platform for complaints, reviews and strong opinions, and as a business owner, you can either ignore it – at your own peril – or harness its power in a positive way.  How?

First, assign a team member the task of monitoring your company’s social media accounts to ensure you are on top of all customer feedback.


Second, make sure you respond immediately to any and all feedback you receive on Twitter… especially if it’s negative. If you wait even for a half hour to respond, negative posts (depending on how damning they are) can worsen significantly.



negative-feedbackWhen responding to negative posts, it’s important to respond in positive way that comforts and reassures the customer that you will find a solution to the problem. When you’re responding to something positive, make sure you thank people for the kind words and let them know that you appreciate them.


Third, encourage customers to post thoughts and reviews about your products on Twitter… and perhaps even more importantly, encourage them to reach you through Twitter’s Direct Message Feature – which is private – if they have an issue they want to discuss that may be sensitive.


Now, here’s one of the best parts about using Twitter as a customer service tool: it won’t cost you as much as setting up an entire call center, and it’s far more likely that customers whose problems have been resolved will tweet out accolades about how quickly you made things right. That means all your company’s Twitter followers will be more confident that your company cares about their needs, and it will increase your social care value, a huge measuring stick for customer retention.

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