Businesses, Why Aren’t You Replying on Twitter?
Companies are still adopting social media. Some are adopting well while some aren’t … yet. I think some companies might take a while to adopt in this media. I’ve been spending more time on trying getting deals because I’ll be having my holidays soon and I want to book hotels and get great deals (I love social media for that) Some of the companies have twitter account, while some have facebook pages, twitter account, you name it.
So I thought it would be fun to tweet the companies. I sent out few tweets to two companies in the leisure industry to see if they will respond to my tweets or not.
Two of the companies are big companies.
Following: 9,000+ Followers 9,000+ Tweets: 3541
Following 120+ Followers 3,000+ Tweets 591
Replied me in 30 minutes. It was a question regarding payment system which they changed. So I thanked them for replying. After booking my holiday I sent them another tweet saying I booked my holidays and I am looking forward to it. They replied my tweet saying that they were looking forward serving me.
No replies. I wasn’t the only one that they didn’t reply though. Below is a screen shot from a customer.
I’m not saying that I won’t be using company B though. I still use both their services despite Company B not replying. However here is a method that Company B can use to ensure that they respond quickly
How To Respond To Customers Quickly
Cotweet is one of my favorite tools to use. I use it on a daily basis but I still play around with other tools like hootsuite. I even wrote a blog post on 10 reasons why i personally recommend cotweet
I like to use twitter search, I use them a lot but not as frequent as cotweet. Usually I use twitter search whenever I am researching for something. If you’re a company and you want reply quickly you can use they key terms to:yourcompany so lets say you’re @dell so the keywords will be to:dell
Below is a screen shot of the search using twitter search with they words to:dell
This search results are tweets sent directly to @dell. Which means most probably they want a reply or is asking a question to dell. Its similar with the cotweet “@” icon like I mention above. All this tweets will have the “@” icon if they used cotweet.
However, there is something bad about this search. Whenever people don’t put @username in front, then there won’t be a @ icon on cotweet and it won’t come out on the to:dell search
For example tweets like this
Why do we use the -rt? The reason why we do that is we want to get rid of the retweets that people are retweeting from dell or from you company. So doing this will get you results of people talking about your company without the retweets.
Here is an example of a screen shot with the keywords @dell -rt
There are other tools that you can use, but I like to keep it simple and use these two tools.
Here are a few more for you to play around:
By doing so you’ll get to reply to your customers as soon as possible and make them happy. People are coming into social media to complain as traditional customer services aren’t working well anymore. Why not hire someone to manage your twitter account for you? It will save you from this type of things happening to your company.
So what about you guys? Have you had good or bad experience with companies on twitter. Share them below
photo credits: by Bitpicture