Social media has become one of the most important keys for business’s success. It’s one of the great channels you can use to connect with customers. Thus, it’s almost impossible for today’s business to not own a social media account. One of the biggest social media platforms today is Twitter. And you can actually utilize to connect with your customers.
The use of Twitter in business
Twitter is a useful tool for branding. It’s one of the places where people spend the majority of their times on virtual platform. It’s popular because it’s free, engaging, and easy for effective communication. You can use Twitter to set your brand apart and showcase your values as a business that pay attention to what customers need.
Twitter is user-friendly
Most businesses use variety of channels to communicate and interact with customers such as phone and emails. However, they are not as user-friendly as Twitter. Through a phone, it’s often hard for customers to reach company out because it is kind of awkward to make phone calls as ask something minor. Emails have similar case. It tends to company who reach out to customers and left being ignored most of the times because customers think that it’s just a company trying to sell something to them.
Meanwhile, Twitter can be a more comfortable place to build a two-way communication between customers and company. It also provides new dimension to customer service. In addition, it’s easy for company to provide response to customer’s comments or complaint.
Solve problems quickly
It’s vital to be as prompt as possible when responding to customers. It’s a must to let customers know that their messages have been received and you are working on solving the issue. With Twitter, you can give fast responses to any complaints or issues the customer may have. You can give immediate answer. If it’s too complex, give your customer details on how to contact you and direct them to a support document on your website.
Reduce your spending
Using Twitter as your support channel can save on costs significantly. It’s less expensive than hiring a call center service. You can simply tell your customer service reps to make official Twitter account as a support channel and respond to customers there. It’s efficient and beneficial both for your company and customers.
Monitor any trends
It’s vital to keep track on what conversations customer have around your brand. Hence, you know what makes customers interested, upset, or happy. You gain more insights to refine your customers support and improve your business in general.
Ensure your availability and maintain good reputation
Make sure that you or your reps stay available to respond to customer tweets. If you rarely respond to customer’s tweets, you might be perceived negatively by them which can affect your reputation. Use Twitter as a channel to build trust and good relationship with customers on personal level. This way, you will be perceived as trusted, reliable, and reputable. It opens the gate to larger potential customers.
