Twitter as a customer service tool

Twitter, Twit ups, Hash tags, Re twits, @ mentions were not much familiar stuff for me until last week. However when I sign up with twitter one year back I had no idea about how twitter beneficial for marketing. I thought twitter is just only a personal social network and it can be only used for personalized things. Twitter is an ideal tool for micro blogging (posting very short updates, comments or thoughts). Now twitter is reachable through mobile devices as well (twitter apps are available on android, apple, windows mobile devices) so the coverage and population of the twitter users increasing drastically day by day.

Before write this blog post I read few articles on the internet that emphasizing the role of twitter in social media marketing. Before moving on to the main topic (Twitter as a customer service tool) I would like to summarize you some important facts that I grab from those articles.

§ 

• You can use twits to inform your customers about your promotions and other business activities within few seconds and you will be able to monitor customer’s twits that mentioned about your brand. (Twitter is one of most effective ways to keep in touch with customers.)
•   It’s easy to develop trending campaigns with Twitter Marketers can integrate their advertising campaigns with National and International trends ( E.g. : #IPL , #Olympics ) 
•   Twitter is easily manageable on line advertising platform, its accessible through all type of computer and smart phone devices. so marketers can easily manage it in order to get the customer attraction towards their brand 24/7
•   Twitter can be used to promote blog articles, webinars and interesting news about your business and marketing activities to a wider audience. As well as for the SEO of your website.
•    Twitter provides you an opportunity to spying on completion. You can use twitter search to get an idea about your position in social media marketing and your competitor’s activities. Also the customers’ opinions on your brand and competitors brands.

§   

• Twitter can be used as a customer service tool

  Once you connected customer as a follower of your brand you can get the customer feedback, this feedback can be used to improve your customer service and the product in the future.

In customer services one of the most important things is answering the customers’ complaints very quickly. Most popular idea on customer complains management is if you are not responding for the customer’s complaints from the other end it will spoil your brand loyalty. It’s doubtful that providing good response to the customer with 140 characters however if you can manage this space on twitter to provide great response to the customer in a satisfactory manner you can easily obtained the reputation and brand loyalty.

There are several ways of providing customer services through the twitter. Solving their problems and complaints, addressing customer concerns, etc. twitter is a real time this platform allows you to identify the real time problems of customers by referring their twits. As well as a twitter as a real-time tool twitter adds value to customer service by delivering satisfaction, recognition customer problems , listening , accessibility, support, etc. 

most customers are preferred quality customer service if you provide excellent service with the help of twitter customers will not rally worry about the price they paid. Finally would like to give you an example that specific airways company used twitter as a customer service tool before customer complaint or dissatisfaction occurs.   

For example, a Twitter user was standing on the airport and waiting for his airplane to take his to a country .He tweeted, “Waiting for a plane to take me to UK.”  The airways company picked up on this tweet and tweeted him a message “No delays expected with your plane, we will get you to your destination on time.”  Then, “Good luck with your journey you will be fine.” This example clearly shows that how to provide excellent service via twitter to the customer in a way that he get suppressed. If you want further understanding on how top brands in the world practice twitter as a customer tool refer this webpage