Many companies started integrating customer service on Twitter. This list I created is purely for customer service, but there is another important aspect of customer support, which is why in many companies there is a community evangelist role carved out.
There are also individuals who opted into community builder roles – some in official capacity for an organization, some because that’s who they are. Go ahead and promote your many customer support people on Twitter by creating a list.
Ben Parr at Mashable wrote a handy post about using Twitter for customer service. As he says, it’s ideal because:
- You can respond to a customer question or complaint immediately after seeing it without needing to have all the facts – take the problem solving part off line. Monitoring and responding is lightening fast, and right now it will cast you in a good light, especially if your normal customer service channels are in need of repair.
- You can be proactive and let your customers know where to find you – I started a list linked above, let me know if you’d like me to add your company’s team to it. This will ease some anxiety over which number to call or being on hold. Provided you don’t take two days to get back to them as I described here.
- You provide the added bonus of good service/product stewardship, which in turns creates a nice halo for your company and brands. Let’s face it, Twitter is the most social of social networks. People have the opportunity to humanize the brand experience over time by being helpful and personal. I do wonder if companies are developing Twitter scripts?
Please check our Social Media Pricing, Reputation Management Pricing and Social Media A La Carte Pricing to choose the right social media strategy for your profile or business.