How to Provide Effective Customer Service via Twitter?

How to Provide Effective Customer Service via Twitter?

Twitter is an essential tool for customer service, and the two newest features added by the microblogging platform have pushed its potential in this direction even further. Some of the aspects that make it an ideal platform for interacting with customers are the character limit and the promptness in responding.

Since they are limited to 140 characters per tweet, it may seem like users are restrained from speaking at large about the issues they have run into while using a company’s product or service. This should actually be regarded as a strong point, as customers are determined to be more concise and to pinpoint the problem with great precision. In turn, this helps the ones responsible with customer service to be more efficient at solving the reported issues.

Responsiveness is yet another factor that could determine customers to appreciate your brand even more. As a matter of fact, 60% of Twitter users expect to get an answer to their inquiry within an hour, but on average, companies take 1 hour and 24 minutes to respond. The difference may seem significant, but this is still a lot less than what e-mail customer support takes. That being said, you should strive to respond in less than an hour. Depending on how long it takes for customers to have their questions answered, they may feel positive or negative towards the brand.

O2, the British mobile carrier, took real-time customer service to the extreme, by launching the first #TweetServe back in December, 2013. Using a series of hashtags, customers can find out information pertaining to their account, without having to call Customer Service. The 9 hashtags that can be sent via DM to the company’s account upon following it and tweeting #TweetServe are:

  • #charges
  • #data, #text or #minutes
  • #ios, #android or #windows
  • #offers or #handsets

Opting out of the service can be done by using the #stop hashtag anytime.

Taking a personal approach can also help customers feel catered for. Instruct your customer service representatives to include the Twitter user’s handle in their reply. When getting a personalized answer, 77% of consumers are more likely to recommend the brand to their friends. An impersonal customer service interaction, on the other hand, determines 66% of consumers to be reluctant about recommending the brand.

Related: The Number One Mistake on @Twitter by Gary Vaynerchuk

The two new features introduced by Twitter in February have facilitated Direct Messaging, on one hand, and have provided a means for providing feedback, on the other hand. In the process of requesting customer service there comes a time when people need to provide some personal information in  order to expedite things, and this is typically achieved using Direct Messages. If until now customers had to go back to the company’s profile to select this feature, they can now access it straight from the tweets, assuming that the company has provided a deep link to DM.



In what concerns Customer Feedback, as the second new feature is called, companies using Twitter for Business have two industry standard question formats at their disposal, namely Net Promoter Score (NPS) and Customer Satisfaction (CSAT). Using one of these tools, consumers can appreciate the quality of the customer service, and can provide feedback regarding the interaction with the CS representative.


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Still aren’t convinced of what Twitter can do for you in terms of customer service? Here are some statistics and tips that certify the social network’s potential:


Author Bio:

Michael Kamleitner is CEO & Product Manager at, a Social Media Management solution that’s helping companies to improve their customer support & content management on Facebook, Twitter, YouTube, Instagram and others. is currently used by companies such as 3Österreich, Hitradio Ö3, ÖBB, Focus Online and Burda Intermedia.


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Ways to Provide Online Customer Service without Getting Creepy

creepy online customer service

You can master all sorts of modern marketing strategies: search engine optimization, e-mail marketing, STP (segmentation, targeting, positioning), b2b lead generation, and more, but it’s your customer service quality that will define the integrity of the company in the customer’s perspective. It’s the best strategy that makes all successful marketers share one great aspect, satisfied customer.

However, many companies still struggle in offering the best customer service. Most try so hard that they never realize they are already overdoing customer service; some tend to become really creepy in tracking customer needs and preferences making them really annoying which distort their customer service.

Keep in touch
Keep in touch with your customers regularly, but in a sense that you are not causing any annoyance. Send email in a reasonable pattern. Don’t just send emails, unless you want to end up in spam folder. Inform your customer that your company has a monthly email circulation and if they wanted to subscribe. This is a good way to establish connection with your new products, sale items, and special offerings. Use other channels in keeping the connection: social media, website cookie, mobile technology, and more. Just ensure to never make your customers feel like they are being tracked because that’s really creepy!

Add relevant Information
The main reason why most customers leave the website immediately is because they can’t find what they are looking for. It’s going to be very frustrating for them not to locate product information they need. This is just the first phase of losing valuable customers. Design a detailed page that has thorough product descriptions with graphical illustrations. Never bombard the page with product ads, just maintain a minimalistic and organized layout.

Cast magic words
Expelliarmus! No, not that kind of magic word, unless your customer is Voldemort. And that will make you look even creepier. This is the most apparent yet is always forgotten part of customer service. Use magic words like please, thank you, and you’re welcome. It’s always to your benefit to be courteous and polite to your customers. If you made a mistake, admit it quickly. But do not just offer them with perpetual apology, partner it with appropriate action.

Go beyond expectations
You don’t need to aim for a perfect customer service; going beyond customer expectation is enough. This is very vital because customers are diverse and they might not share same standards of customer service. They key idea here is understanding your customer and their needs. Design a simple and flexible product policy that can apply to all customers. This will set you away from saying “sorry ma’am, that’s our policy”. That line is absolutely aggravating.

Remember, offering the best customer service will not cost you much, and if it’ll cost you treat it as an investment. Because if you go the extra mile for a customer, they will go another mile, this time, with you.



The Three T’s Of Better Sales Leads Customer Service


The secret to a successful lead generation campaign, as well as retention of customers, can be as simple as providing customer service. Believe it or not, an excellent customer service system can help your company establish a firmer hold in a rather volatile market, as well as identify potential sales leads that would otherwise not appear if the way you treat customers is generally sloppy. If you want to take to take your marketing campaign to the next level, make sure that your appointment setting team knows how to provide an excellent customer service. In case you are in the dark as to what it covers, here are the main points below:

  • Technology – here is the thing about business: it is too complicated in the minds of customers. Jargon, technicalities, inside jokes, etc. are stuff heard by prospects that you would rather keep to yourself. Your job, as a marketer, is to reduce the pain that potential B2B leads have to go through when having a transaction with you. Try investing in updated software systems, spend for a user-friendly website, buy new phones for your telemarketing team, etc. Your business prospects will thank you for that. There are so many things that you can do or attend to, once you have the right tools for the job.
  • Transparency – in any kind of relationship, but certainly most pronounced with businesses, being open and honest with your prospects can be a powerful aid in relationship building. Establishing good rapport with your prospects should be foremost in your minds. Remember, these prospects may not buy from you yet, but you would want to keep them in the record for future appointment setting campaign. And do not think that building trust is an overnight task. In some cases, it might take you years to reach the level of trust that will give business prospects the reason to do business with you.
  • Training – in marketing, employees mean everything. They are the people manning the frontlines, the face and voice that your business prospects see and hear. You would want to make sure that your front-liners are at their best, ready to answer questions and generally make life easier for anyone who gives them a call. To ensure quality service, you have to set up a monitoring and feedback system over them. Check how they do their work, and if there is something amiss, then you can help them improve their service later on. This is a great help for both prospects and you.

Of course, this is assumed that your people are skilled at these matters. In case you are not, then comes the time for you to look for outside help. There are a lot of B2B lead generation agencies that can assist you for this type of work. There is no loss for you if you can get in touch with a professional one. This is an excellent investment to your business, and further improves the effectiveness of your customer service.

Keeping Sales Leads Through Stellar Customer Experience

Keeping Sales Leads Through Stellar Customer Experience

Generating qualified sales leads is hard work – there is no doubt about it. So it is only natural that you would want to find ways to keep the ones you have. And how will you do that? It all lies with your customer service. Yes, a successful lead generation campaign also depends on the quality of customer service you have provided to your current and past clients. If you want to get your B2B leads back, or find new ones through referrals, then you need to take a good look at the way you treat your customers and clients.

  1. Being user-friendly – be it on the web or at your company’s doorsteps, how do you present your business to your clients? Is it easy enough for them to access, or do they have to navigate too much all the way to their intended page?
  2. Accessibility and approachability – what kind of ambiance or image do you project to your customers? Is this what you want them to see? Do your employees treat your customers exactly as you envision it to be?
  3. Presentation – in all customer and client interactions, how do you and your telemarketing team talk? How do you dress up or present yourselves? Are you approachable, informative, or professional? What kind of personal image are you trying to create?
  4. Following-up – once your appointment setting team has found prospects, are you following up on them, or just sitting back and wait for them to call? A little aggressive marketing can do mean a great deal.

Providing an excellent customer service is crucial in keeping sales leads that you worked so hard to gain.