Guest post by Alexis Caffrey
Great customer service is something that people have come to expect and if the experience isn’t pleasant enough, the thought of repeat business quickly gets taken out of the equation, much less, referrals. Check out the following corporate customer service Twitter accounts to learn a few tips that your small business can apply.
The timeline for the typical customer service phone experience goes something like this:
- Waste 10 minutes finding the customer service phone number online.
- Spend 5 minutes listening to “Press 1 if…, Press 2 if…”.
- Be put on hold for at least 15 minutes.
- Repeat step 2.
- Repeat step 3.
Thanks to social media, gone are the hours spent on hold with streaming elevator music. Consumers are taking their complaints to Twitter. In response, many companies have developed Twitter customer service handles strictly to provide customers with the service they hope for, but may not receive over the phone.
Here are four of the best corporate customer service Twitter accounts and how your company can model their success stories.
Success: Xbox has more than 20 customer service representatives who tweet from the @XboxSupport account. This allows for quick responses to the more than 300,000 followers.
Gamers have conversations back and forth with an employee to resolve any and all Xbox issues. Each conversation is a heavy investment, and staff will work one-on-one until the problem is fixed.
Apply It: Whether the issue only needs one Tweet to fix it or 20, invest the time and effort. You’ll prove to your customers that you are grateful for their loyalty and want to provide the best service for them.
Even better – @VerizonSupport responds not just to direct tweets, but to customers who simply mention Verizon or #Verizon in a tweet. They’re watching what people are writing about their brand, then addressing and fixing any issues.
Apply It: Respond to each and every tweet (besides spam). Keep an eye out for any mentions of your brand, so you can help customers whether they contact you directly or not.
Success: Nike offers it all – apparel, apps, Fuel Bands and more. The @NikeSupport twitter account has a specific response for any issue.
For Nike+ related issues, they can even do the work for you if you send over your screen name. For app-related issues, they’ll request a screenshot to diagnose the problem. Nike even offers helpful solutions for apparel issues, like squeaky shoes.
Apply It: Be capable of providing a supportive response, no matter what the problem is. Know every aspect of your brand to make your customers’ lives easier.
Success: In 2012, Amazon was chosen as the top brand that does customer service the right way. While the company doesn’t resolve each and every issue through Twitter, it will direct you to where you can get help.
If it’s most efficient to speak to customer service, Amazon will provide a direct phone number. If you’re concerned about a package delivery, they’ll send you the link to check the status. If a CD is slow to arrive, they’ll set you up with AutoRip – an MP3 version of the album.
Apply It: If a problem can’t be fixed via social media, reroute consumers to where they can get help. It will save them time and frustration.
We’ve seen some great examples of how a corporate customer service Twitter account can help a company save face and delight customers, so don’t be afraid to apply these practices to your small business. Check out some the way Infusionsoft supports and serves its small business customers. It’s a way to make your sales and marketing process go even smoother.
Alexis Caffrey is a freelance writer with a focus on technology, new media, and design. In a former life she was a graphic designer based out of New York, NY. She actively (some would say obsessively) follows entertainment news and pop culture. You can reach Alex via her email.