Have you integrated Twitter into your customer service strategy?
Would you like to know which companies are doing this best?
Why Twitter Customer Service?
Gone are the days when people would call up a company and complain.
Now, people are more likely to head to their smartphones or computers to tell the world how terrible a product or service is.
A study done by Simply Measured showed that 99% of brands are on Twitter, and 30% of them have a dedicated customer service handle. The average response time was 5.1 hours with 10% of companies answering within an hour, and 93% of companies answering within 48 hours.
Here are 4 companies with exceptional customer service on Twitter and key takeaways to help you improve how your customers perceive your company on Twitter.
#1: JetBlue Excels in Responsiveness
Airline delays are one of the most common causes of customer frustration. Not only do delays happen often, but also people are pretty vocal about their feelings when their flight is delayed.
Acknowledging this, @JetBlue ensures they’re responsive to their customers because they understand it’s important for continued customer loyalty. Not only do they engage with happy customers, but they also respond to and help frustrated customers as quickly as possible.
Are people talking about your company online?
Many companies simply can’t afford to hire a social support team.
So what are your options to manage these conversations with little to no resources?
Keep reading for tips on how you can create a free or low-cost social support team.
Why You Need a Social Support Team
The NM Incite 2012 State of Social Customer Support Report shows that 47% of social media users are turning to social care.
For those who think their customers aren’t using social media, the 2013 Infinite Dial Report from Edison Research revealed that 62% of Americans have a social media profile on one or more social networks, up from 56% in 2012.
Further, the number of casual social media users is declining. “Approximately 71 million Americans check their social networks several times a day, up from 58 million in 2012.”
Are they on Twitter?
Are you using this amazing tool to support your customers?
Keep reading to discover four ways to provide amazing customer service with Twitter.
Why Twitter for customer support?
“I genuinely believe that any business can create a competitive advantage through giving outstanding customer care.” ~ Gary Vaynerchuk (@garyvee)
This is one of the best quotes I have heard. It must give any business a lot of comfort. Even if you have a million complaints, you can still lead with better customer service.
When my business recently had to weather a severe storm, we decided to default everything to simply being there for our users and customers. It was an incredible experience.
And what better way is there to give your best customer service than through Twitter?
Twitter has changed continually over the past few months, as the service becomes more and more mainstream.
In this video I interview Frank Eliason regarding the connection between customer service and social media. Frank is now Senior Vice President of Social Media at Citigroup and is also known for his previous role at Comcast.
Frank is a pioneer in using social media for customer service and in this video he talks about what has changed over the last few years. He also shares tips for companies to improve customer support.
You’ll find more takeaways below. Be sure to leave your comments after you watch the video.
In this interview I talk with Frank Eliason—the senior director of national customer care for Comcast—and the man behind @ComcastCares.
You may have heard that Comcast is on Twitter, but Frank talks about the channels Comcast monitors and how they engage customers. Frank mentions a concept called “peers helping peers.” In the video Frank also talks about what types of employees are best for handling Twitter support. Frank shares how Twitter helped Comcast rapidly identify a problem during the NHL playoffs in less than three minutes. He also shares the biggest mistakes businesses make with social media.
VIEW VIDEO HERE NOW: