Search
Close this search box.
Blog » Business Tips » 5 Tips for Using Twitter for Customer Support

5 Tips for Using Twitter for Customer Support

customer service

Over the holidays, I traveled for a couple of weeks. On my way home, I encountered inconvenience and extra charges resulting from an airline changing my itinerary.

Disappointed, I sent a politely-worded tweet at the airline. Within a few minutes, the airline had responded to me and assured me I could get a refund for the extra baggage fees.

While I eventually hope for a little more, considering the time and headache involved in this experience, I was pleased with the fast response.

Increasingly, customers turn to social media to reach out to companies. Using Twitter for customer support can be one way to help you connect quickly.

However, before you start using Twitter for customer support, though, it’s important to understand some of the basics:

1. Fast Response

You need to respond quickly. Using Twitter for customer support requires a team that can monitor what’s happening and get back to customers.

Customers expect to see rapid response when they approach a company on social media. If you want to be successful, you can’t ignore tweets for a long period of time.

2. Set Up a Dedicated Support Handle

One of the best ways of using Twitter for customer support is to use a dedicated support handle. That makes it easier for you to monitor. Create a handle just for support and make sure it’s visible on your main Twitter profile.

You still should double-check for other issues, but your main focus can be on the support handle.

3. Make it Personal

Many customers like to feel as though companies are composed of “real” people. You can add a personal touch when using Twitter for customer support.

One of the easiest ways to do this is to use initials at the end of a response tweet. That way, it appears that someone is taking an active interest in the customer. While you don’t want to be too personal, adding a bit of personality can go a long way.

4. Don’t Ask for Personal Info

Your customers should not be giving out account information or telephone numbers over Twitter. When using Twitter for customer support, make sure to protect customer privacy.

I’ve had customer support people ask me to DM my email so they can send me more information. In some cases, the company messages me a number I can call for dedicated, personalized help.

Make sure that, when performing customer support via Twitter, you keep the customer’s private information private.

5. Use Templates for Common Concerns

It’s time-consuming to answer the same questions over and over again. So, if you find that many customers have the same issues, consider creating a template.

The key to creating a good template when using Twitter for customer support is to make sure you provide good information. A phone number that won’t send someone to an endless calling tree or a URL to helpful information are good starts.

Bottom Line

Many customers turn to social media to connect with companies, especially when it comes to customer support. One way to provide what your customers need is to be present on Twitter so they can easily find you and take care of problems.

About Due’s Editorial Process

We uphold a strict editorial policy that focuses on factual accuracy, relevance, and impartiality. Our content, created by leading finance and industry experts, is reviewed by a team of seasoned editors to ensure compliance with the highest standards in reporting and publishing.

TAGS
Credit Expert
I’m Miranda and I’m a freelance financial journalist and money expert. My specialties are investing, small business/entrepreneurship and personal finance. The journey to business success and financial freedom is best undertaken with fellow travelers.

About Due

Due makes it easier to retire on your terms. We give you a realistic view on exactly where you’re at financially so when you retire you know how much money you’ll get each month. Get started today.

Categories

Top Trending Posts

Due Fact-Checking Standards and Processes

To ensure we’re putting out the highest content standards, we sought out the help of certified financial experts and accredited individuals to verify our advice. We also rely on them for the most up to date information and data to make sure our in-depth research has the facts right, for today… Not yesterday. Our financial expert review board allows our readers to not only trust the information they are reading but to act on it as well. Most of our authors are CFP (Certified Financial Planners) or CRPC (Chartered Retirement Planning Counselor) certified and all have college degrees. Learn more about annuities, retirement advice and take the correct steps towards financial freedom and knowing exactly where you stand today. Learn everything about our top-notch financial expert reviews below… Learn More