Aren’t we all use to the phrase “The customer is always right.”
Customer service has evolved since twitter has been used for customers services. In the past, we had to send an email or submit a ticket with our problems and wait for hours or even couple of days to get a reply. If we didn’t get the answer we wanted, we had to reply and then wait for another couple of days.
Ever since twitter has been used for customers service, customers can get replies in a couple of minutes depending on the company.
Should your company use twitter for customer service? YES! The reason I say that is because…
Replies are faster than email and you can reply your customers in matter of minutes even seconds. Imagine how happy your customers will be.
Yes, it is shorter as people only have 140 characters.Compare that to a long email. On twitter they usually go straight to the problem. Your company can easily help them with a tweet or two.
3. Your competitors aren’t
Your competitors might not be on twitter. Isn’t that the best reason to be on twitter? When people have problems and they are unhappy with your competitors, who comes to the rescue? Your company.
There are a number of companies using twitter as their customer service. Here is an example from a Ford customer asking a Four Customer Service ( @fordcustserv ) a question on twitter and @fordcustserv replying to them
Here is an example of a happy customer of @britishairways
@Comcastcares is one of the top brands when it comes to customer service via twitter. Their success has been mentioned is numerous blog post and videos. Below in a video of an interview with @comcast and how it changed their customer service.
Here is a video from @loic the founder of @seesmic and his opinion on customer service on twitter.
So is your business using twitter yet? If no why not? What is stopping you?
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