If you’ve been following our blog for awhile, you know I’m a big fan of Twitter for marketing and customer outreach. What I didn’t know until yesterday is that Twitter can be the ultimate customer service tool.
I was having trouble with my company’s Hootsuite account yesterday due to an improper login. First, I checked their Help documents but didn’t get too much out of them. However, I noticed that they said to contact them via Twitter if you need more help. So, I decided to Tweet my issue @ them and quickly got a response and assistance. Hootsuite’s customer service via Twitter was great and solved the problem quickly and efficiently.
My theory about Twitter’s customer service effectiveness is that it makes the company’s customer service record public and viewable to ALL. This includes other customers, investors, reporters, etc. When the spotlight is on a company to do well, they will usually perform. This holds great lessons for all businesses. When you provide great customer service, and the world can see it, your reputation as a company gets improved. Customer service via Twitter is another opportunity for company branding and should not be missed.
I wouldn’t recommend putting customer service entirely through Twitter. Some people just feel more comfortable talking through email or on the phone so those options should be available as well. But showcasing Twitter for customer service will continue to build your social media assets.
Do you have any social media uses that are outside the box? Let us know in the comments below!