How to manage your customer service on Twitter

Social media for businesses can be a great tool, but we can’t always control the content that is posted out there from customers, visitors or competitors, so it’s important to keep your wits about you and ensure that you monitor what is being said about you online. 

While monitoring brand mentions and conversations relating to your industry on social media is important, it is absolutely essential in times of crisis. If you’ve made a big blunder, chances are, a lot of people in the community are buzzing about it. Social media, after all, has maximised the speed in which news travels.

Customer complaints are increasingly being channelled through social media platforms such as Facebook and Twitter, meaning companies now have to react fast or risk the wrath of their customers’ complaints and criticisms going viral. Tweets can go viral in a simple click of a retweet. 

Twitter is one of the easiest platforms to go viral on, as it only takes a matter of seconds and a few bad retweets to make content including your company’s tag go global. This is why it’s important to stay on top of your customer service. One bad customer service experience could lead to one angry customer tagging your account on their Twitter for the world to see. 

 

Important things to keep in mind to smoothen the recovery process are: 

Timing

Respond quickly. Timing is extremely important and the quicker you deal with the problem, the less time it has to spread further without acknowledgement from your company, and the less attention is drawn to your tweet for a delayed response. An example of good timing was when JetBlue took only 6 minutes to respond to a tweet, Jetblue makes sure that they engage their customer base in a fun and friendly way, that they deal with complaints or positive tweets both in a timely manner. And with over 2 million followers, you know that the good customer service work has paid off.