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.
What can you do to cut through the noise and get people to notice what you have to say?
The answer is CONTENT—interesting and compelling information that helps solve your customers’ problems.
It’s interesting content that drives people to push that Share button or say to themselves, “Wow! This is a great article! I think I’ll subscribe.”
Here’s an analogy: If a big-time investor invited you to pitch your business idea to him, how much effort would you make to impress him?
I’m guessing that you wouldn’t dare show up without a compelling idea and a well-thought-out strategy. And yet most businesses do just that when it comes to social media marketing.
This article will assist you in gathering the building blocks for a strong online community.
#1: Know Your Audience
Every business should begin its focus on its audience, the customers. No online community can exist without a firm foundation and if your online community is to truly succeed, you need to know the demographics of your target audience.