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How To Do Customer Service in a Twitter WorldThis forum post has messages dated from 06/02/10 through 09/12/11, please be sure to read all the messages. If you feel it is old or outdated, please follow up with a question or comment and someone may be able to update it, or reply with newer information if you have it. - Customer Service
| How To Do Customer Service in a Twitter World more on my blog: www.loiclemeur.com The word of mouth in public has never been as fast and worldwide with the Twitter growth. More important than marketing or advertising is what your community, your users, are saying about your product or your brand. Listen first to everything being said about your brand on Twitter search (follow the space as well, your competition and the key players) Sort what you see into categories, here are a few: complains product suggestions new features requests business opportunities congratulations people recommending your products to their friends etc Decide if there is an action needed or not to every single one, I would go for the negatives and help request first Answer them as fast and as best as you can Get into a private conversation with the user if the conversation continues and follow up until he is happy It is easy to describe how to do it best but much more difficult to actually apply it to your brand especially if people talk a lot about it. I think it is worth the time and resources investment. A good case study: Robert Scoble yesterday saw me saying on Twitter that our web host for Seesmic, Servepath, went down for more than 5 minutes and took some of its customers sites down entirely. Robert follows me but probably also follows Rackspace his new employer. Robert took this opportunity to write a blog post and we got into a conversation on Twitter and his blog. In a matter of minutes, representatives from both Servepath (our host X;b>...X;/b> |
| "Back Door Customer Service"
Using twitter is really back door customer service... offering decent customer service only to customers smart enough to find you on twitter... to find someone's email who is knowledgeable and/or has the tools available to "care" about the customer.The failure of business in this model is to leave most of their customers still with sloppy customer service. |
| Oh that's great to know. So there will be customer service that will assist people in dealing with their twitter issues. Twitter continuously to grow and I think there are a lot of things that a customer service needs to learn about it. Well will it achieve long term of service in this matter? But, anyway, thank you for sharing the post here. It was informative also. Great day. |
| A friend of mine told me about the things that I will be having when I engage my self in that area. Call center services is one of the things that is now making a great fame and giving a great market to 3rd world countries like Philippines. I hope it will be possible to go in that area as soon as possible. I hope many would be interested as well. |
| I don't know if using twitter for customer service will necessarily make those without twitter accounts receive worse service than they are already receiving. After all, we are people oriented people, as much as some people say to the contrary, people will always enjoy talking face to face over communicating through technology, except perhaps those rare few who find talking to live people horribly frightening. Maybe this twitter service is for them. |
| Well, Call center companies nowadays is one of the leading business industry in the world. Knowing this information is really interesting because twitter issues will be also catered by the call center services. |
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