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Personalise Your Twitter Interaction For Better Customer Service

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Regular readers of the Intergage blog may remember a post by Intergage’s very own Brodie McIntosh last year where she asked the question “Is Twitter Part Of The Customer Service Team?

Recent research published by Twitter has shown that once again Brodie is well ahead of the curve. The survey in question highlights the need for customer service interactions on the platform to become more human.
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Twitter surveyed 14,000 users and of those users who reported friendly customer service interactions, 76% said they were likely to recommend the brand; of those with an unfriendly interaction, 82 percent were unlikely to make a recommendation.

When asked about the findings Twitter Research Manager Meghann Elrhoul said:

That’s an easy step that brands can take to forge the relationship. Customers are really looking for a humanised connection. They want to feel that they are talking to a real person and having that personalisation helps add that component.”

As someone who has worked in Customer Service and who is now an Account Manager, I don’t feel this should come as a surprise. We all prefer the personal touch don’t we? It is why so many businesses, including Intergage, employ named Account Managers.

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Think about the impersonal, automated telephone system that tells you how important your call is while you are on hold for what seems like an eternity, how does that make you feel?

My preference is always to speak to customers face to face, but I recognise this is not always possible. When I do use email or social media to communicate with customers I always try to do so with a bit of personality and keep these points in mind:

  • Be nice – with the right approach even your biggest detractors can become advocates.
  • Be quick – Customers want answers fast or at the very least acknowledgement – Typically 60% of those surveyed expect a response in less than an hour.
  • Make sure the issue is resolved – Research shows some issues can take 5 or 6 interactions to resolve. Make sure the customer is happy with the outcome before you move on.

Social media provides a wonderful opportunity to interact with your customers, but at the end of the day it is still true “people buy from people they know, like and trust”. That is why it is important in all of your communications to take the time to build a relationship with your audience.

Want to talk about how you can use Twitter to improve communications with your customers? Then book onto our Twitter training course or speak with someone today by calling 01202 684 009 or contacting us online.


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