Twitter may be the secret to great customer service
When it comes to keeping online buyers happy, the old techniques of service with a smile or specialty gift wrapping no longer apply.
But this doesn't mean that you need to put in place a no frills approach to customer service, or forget about the importance of going the extra mile.
You can use your internet-based media platforms to engage with your clients about what they do and don't like about the products or services you are providing.
One of the best examples of the real power of social media is Twitter – a site that allows you to communicate instantly with the people who matter.
As one of the most commonly used brand-to-customer social networks Twitter is a powerful marketing tool when used effectively and may even help your business branch out into new areas.
In 140 characters you can promote your product line by announcing competitions, providing users with calls to action and generally posting positive updates about the exciting things that are happening in your industry.
Another great aspect of Twitter is that it is a form of two-way communication – which means that you can get feedback on different products and updates within seconds of posting something about them.
Some brands may feel uncomfortable with the thought of public dialogues at first, citing examples of social media campaigns gone wrong and feeds clogged with negative feedback.
However, it is important to take these criticisms with a grain of salt and look at the benefits from a market research perspective.
Rather than spending large sums on researching what people really think about your product, with social media you now have the opportunity to access information straight from your client base.
What may have started as a negative exchange can be quickly turned around with the right response so make sure to thank the person for their feedback and invite them to discuss their concern with you via phone or email.
Posted by Aimee McBride