Twitter in comparison to other social networks has seen major growth in a very small period of time since its launch back in 2006. With its user base increasing by the second, it is soon becoming the number one choice for socializing. For those of you who don’t know, Twitter now positions itself in 3rd place after Facebook and MySpace. It started off with all its users being individuals but it wasn’t long till companies started joining, as they found it to be a beneficial way of engaging with customers. A lot of companies from all over the world are on Twitter for different purposes including customer care, marketing, sales, R&D and so much more. But I think that the only purpose the customer will be the initiator of a conversation while being on Twitter, is for that extra Customer Care channel.
Having spent 2 years of my life, while studying, as a Customer Care Rep in a Telecommunication Company gave me the experience of “customer care” per say from how to deal with angry customers to satisfy customers, and thats just to mention a few.
What makes Twitter a different channel than any regular one, is that it is a DIRECT channel and a public one as well. Whenever a customer complains about an issue, everybody on Twitter will see it, and it’s no good at all if it took you time to reply or if your reply didn’t make any sense. Any customer on Twitter doesn’t need to wait in the queue to meet with an agent, the customer can submit his complaint at anytime on any day on Twitter. I have experienced a problem earlier with Aramex and honestly speaking I wasn’t satisfied with their service. I tweeted my case just for sharing purposes, and I was shocked when Fadi Ghandour, Aramex’s Founder and CEO, replied back to my tweet with the best reply I ever received in anything related to customer care and best part is that my problem was resolved and I now consider myself a satisfied customer.
In order to add Twitter to your current customer care channels, you should be 100% sure of your QoS. You should have the intention of helping your customers and satisfying their needs through being TRANSPARENT and HONEST. Your Twitter account should also be taken seriously with a qualified employees to manage it and serve your customers in the best manner possible. I highly recommend CoTweet for managing your brand online since it supports multiple users login and multiple accounts as well, it also enables you to monitor certain keywords and trends and one cool feature is, that CoTweet provides the sharing of any specific tweet for any of the other users to follow up on it when they on duty. You also should give Social Mention a try, what it does is it gives great analysis for your brand all over the sphere.
Another task that every company should be doing when joining Twitter (preferably before joining Twitter) is to have a blog or a dynamic website that contains all materials needed for customer care, promotions, prices, knowledge base, FAQs, and so on. This blog or website will highly support the company’s presence on Twitter. One last thing to remember is, that the customer is ALWAYS right and you are there to serve him/her.
So before taking this critical decision, you should take care of all issues mentioned above and make it worth the time and effort.
Dell has reported a revenue of over more than 4 million USD generated directly and in-directly from Twitter. The opportunity is there, hear to what your customers have to say whether through Twitter or any other social media, it could work for you as a promotional and advertising channel not only as a feedback and customer care channel.
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