In Tweets: 10 Best Practices for Customer Service on Twitter
If you're like your peers, you likely ignore the Tweet and never respond. Across industries, the average brand response rate is just 12 percent, and it takes brands an average of 11 hours to send those responses. Those figures are not ideal for a brand looking to be helpful and improve customer retention rates. Let's look at 10 Tweets that help summarize the best practices for customer service on Twitter.
1. Use the "Send a Private Message" link, which allows brands to move a public complaint into a private setting where a resolution can be achieved as details can be communicated more freely. Plus, of course, negative sentiment is discussed in a closed environment.
2. Be proactive by sharing any updates that will impact users - especially useful if there is a separate handle for operations, customer service, etc., since these Tweets will not interfere with brand messaging from the main account.
3. Answer simple questions, quickly.
4. Include hours of operation for Twitter accounts.
5. Follow up.
6. Sign the customer tweets.
7. Reply to other brand mentions too.
8. Be transparent.
9. Go the extra mile.
10. Speak their language.