Today I want to continue my discussion of the use of Twitter in your local businesses. In this article I want to talk about how you can use Twitter as a tool to increase the efficiency of your customer service.
The most effective way to use Twitter for customer service is to set up a search for your company’s name and watch for any tweets, either positive or negative. This search allows for you to know what people are saying, but more importantly to respond able to respond to their needs/concerns quickly.
I think that Starbuck’s is one of the companies that uses Twitter a well as any company. While they are not a local company, there are many things that we can learn from their social interaction with their customers and the fact that Starbuck’s customers now know that if they tweet, Starbuck’s will respond.
Other local companies use Twitter to listen for questions that people have about products/services they sell, to provide access to the information that they have about those products/services, and to help resolve issues that other companies may not have handled well.
Much can be done to improve your customer service by the effective use of Twitter. If you learn to use it for this purpose your company will be better for it!
Talk more later ….