In today’s focus Friday, we look at the importance of responding to tweets. Depending on the industry you’re in, some tweets require quicker or faster responds. According to eezeer, 85.9% of tweets to airlines are customer service related, therefore if you’re not responding, chances are you’re losing your customers TODAY. To support that, a report by Mediapost, show that 18% of those who posted a negative review of the merchant and got a reply ended up becoming loyal customers and buying more.
@Usairways needs to learn this, this is because they do not respond to tweets, and their customers are furious. According to US airways twitter bio, they don’t respond, instead they lead customers to another page. Remember my post about making it easy for your customers? This is a prime example of making it harder. Why? Let me show you the page.
- It takes so much time to fill up everything.
- Customers are already having problems with your customer service.
- It going against twitter. People are tweeting at YOU their problems. They don’t know that they are supposed to be going to your profile, then go to a support page, fill everything up and wait for support. They need help immediately. REALtime. That is what twitter is about.
I asked people who had experience with @usairways their opinions. This is what Brandon had to say
Twitter and social media in general are not that effective for just promotion. @usairways should be engaging with community feedback. I see their profile say they can’t respond properly on Twitter. I understand that the medium is too short to get into a detailed explanation, which is valid, but they aren’t using Twitter to engage at all!. -@BrandonTwyford
Will it make a difference if @usairways responded?
It may help mypersonal perspective towards them, but the Twitter community will still see it as a negative experience. Says @trishbrg on twitter.
Is 140 characters too short to respond to customer on twitter? No, because @AirAsia and other airlines are doing this amazingly well, here is @AirAsia’s twitter stream.
What should @UsAirways do?
- Get a support team dedicated to twitter.
- Integrate social in their website, may come in a form of a forum. Why? I notice customers are actually the one respond to other peoples inquiries on their Facebook page.
- Start a business blog. Show what goes on behind the scenes.
- Reward customers who are helping others.
Of course all this means nothing if US Airways doesn’t listen to what people are saying about their Airlines. The need to improve overall is crucial.