Providing customer service through Twitter
CLEVELAND — More businesses are turning to Twitter for customer service interactions because the social media website is widely used and allows for quick responses, according to Small Business Trends.
While people were once pleasantly surprised when a business responded to them on Twitter, the blog notes that now it has become more expected. If your wash creates a Twitter account, they should know that responding is expected.
Read also: Tips on starting a Twitter account
To separate normal communications from those dealing with complaints, a second Twitter account may be created by a business, the blog suggests. However, creating a different Twitter handle for customer service will increase expectations for a quick response.
When a negative tweet comes in, Twitter can be used to refer the person to a FAQ guide on the company website or to a self-help page, notes the blog. Also, your wash may be receiving similar complaints time and again, and a prepared response can work in this situation to quickly solve the issue.
Read also: Tips on providing customer service
To read the Small Business Trends blog, click here
A full study on how businesses can use Twitter was done by Simply Measured, and can be read here