According to Twitter, with over 3 billion social media users, more and more consumers are using this social media platform to reach out to businesses when they have questions, compliments, or complaints. Many brands and companies are turning to Twitter as a customer service platform, and with the growing popularity of direct messaging systems and the use of chatbots , 2019 is the year to approach your business’s marketing strategy from a customer service perspective.
Develop a customer support strategy
What does this mean? It means being more proactive, using social data to shape interactions, and integrating south africa whatsapp number data customer service solutions into your marketing strategy. It’s important and beneficial for you to understand why your customers want to chat and how that can change your business .
Here’s how to provide more effective support to your customers via Twitter in 2019:
First, develop a well-defined customer support strategy. Spend some time bouncing ideas around and crafting a solid strategy that you can put into action. To do so, consider and try to answer the following questions:
Now that social media has the power to connect businesses with their customers in real-time, customers expect a timely response, especially when it comes to customer service inquiries. According to H 40% of gen z want more content from brands ubspot , 80% of customers expect companies to respond to their social media posts within 24 hours. Defining your response times is a very important step in being able to effectively support your customers via Twitter. Chances are, most businesses don’t have a 24/7 operation. Be transparent and communicate how quickly your team will be able to respond to customer inquiries.
An excellent example of this is the TTC Customer Service Twitte powder data r account . The customer support team communicates very clearly and is transparent about their response times. In fact, the tweet explaining response times is permanently posted at the top of the profile, in a location visible to all customers. They also provide alternate contact information for those who require customer support, as seen in the image.
When will you respond?
Because customers demand relatively quick and immediate response times, the TTC customer service team does an excellent job of updating their response times in real time, even when they are on a dinner break.