I put this tip on Twitter via Tweetdeck: “#twittertip Never underestimate the value of good service; especially when using Twitter for customer service.” Twitter can be a way to create less phone calls into the office and answer customers questions in real time.
So how could this happen? You could display your Twitter username on your website. Then customers could, if they want, connect with you on Twitter to ask their questions. You could use Facebook as well if you like. The key point is to have someone paying attention to incoming requests. When someone asks a question, you should answer it as soon as you can. If you do it right, it is one less phone call into the office.
With mobile phones and the use of social media increasing, this could be an option to explore for your company. The beauty of doing it this way is this: when you solve a customers problem or answer their question on Twitter, the whole world sees you doing a great job. Bonus points for your business. If you have a difficult customer, simply have them call you so you can give them more attention.
The answers you post on Twitter could be seen by others waiting to have that exact question answered. You can even use Twitter to direct them to your FAQ web page. There is a benefit to giving your customers a way to connect that they are already using. Now will this be for all your customers? No. It will cover an ever increasing segment. You are building for the future. And it might even be fun along the way.
Keep this in mind: you should, at the very least, be monitoring what people are saying about your business. This topic will be another blog post.
