Twitter is an excellent social media platform for engaging with your target audience; companies have been using the platform for a long time now to raise customer awareness of a brand, product or promotion, encourage user discussion and interaction around a particular topic, increase website traffic and improve on and offline sales.
Recently however, some companies have begun using Twitter as a customer services tool; a practice which in some instances has proved extremely effective. What makes the utilisation of this particular social media platform different from traditional customer services mediums is the fact that you can demonstrate pro-active customer services – you can provide assistance to those using your services or products without them having to come to you to get it.
Twitter boasts a live search function, which allows you to view the most recent Tweets around any particular topic or keyphrase. You can use this tool to find people who are having problems with your product or service and reach out to them instantly, before they’ve had to come to you for help.
The customer service team behind Microsoft’s XBOX360 have been demonstrating this perfectly over the last few months, providing XBOX360 and XBOXLive customers with potential solutions to their technical issues via Twitter, vastly improving customer opinion of their customer services.
So how can you take advantage of this for your company? Let’s say for example your company produces a laptop called the ‘TopLap XZ4000′; it sells particularly well and you have a large consumer base using your hardware. You could instruct your customer services representatives to conduct regular live searches on Twitter, around phrases such as ‘problems with toplap xz4000′, ‘xz400 error’. ‘get my toplap xz4000 fixed’, etc. Your customer service team could then email the people behind these Tweets with suggestions to fix their problems, their warranty information, information on the nearest reputable repair centre, etc.
This would result in customers getting an instant response to their Tweet from an official customer service representative of the product, without them having to call an expensive customer service number or wait for an email response.
If you’re looking for a dedicated and tailored social media marketing campaign, or just to discuss your current online marketing strategy, get in touch with us using the contact form or call us on 0203 397 2290