How to Use Twitter for Outstanding Customer Service with Sonia Gregory
#TwitterSmarter Chat Recap: 2-2-17
Here’s a recap of our fave tweets from this week’s informative and insightful chat. We’d love to hear from you! Please feel free to comment below and share your two cents on these questions.
Please welcome our guest @FreshSparks. Topic: How to Use Twitter for Outstanding Customer Service. #TwitterSmarter pic.twitter.com/x7s6O39o9G
— Madalyn Sklar (@MadalynSklar) February 2, 2017
Ask @hootsuite:
We invited our friends from Hootsuite to come on the chat and kick it off by answering one pressing question about Twitter marketing.
Ask @hootsuite: How can we provide exceptional customer service support on social media? #TwitterSmarter pic.twitter.com/d5RcXuCt6K
— Madalyn Sklar (@MadalynSklar) February 2, 2017
1|5 Start by finding and monitoring conversations relevant to your business. @MadalynSklar #TwitterSmarter
— Hootsuite (@hootsuite) February 2, 2017
2|5 It's important to anticipate your customer needs before an issue arises. Pro tip: Use Hootsuite to monitor keywords #TwitterSmarter pic.twitter.com/y1G7B8Z4lt
— Hootsuite (@hootsuite) February 2, 2017
3|5 Also, don't wait for a question or complaint – be proactive! If you see someone with an issue, reach out ? @MadalynSklar #TwitterSmarter pic.twitter.com/3Z5m0wE3ra
— Hootsuite (@hootsuite) February 2, 2017
4|5 Lastly, when a customer reaches out on social they expect a timely respond. Get back to them quick ? @MadalynSklar #TwitterSmarter
— Hootsuite (@hootsuite) February 2, 2017
5|5 If you'd like to like to learn more check out our Social Customer Support Guide: https://t.co/NUljJOzK8N @MadalynSklar #TwitterSmarter
— Hootsuite (@hootsuite) February 2, 2017
#TwitterSmarter Chat
Q1: How important is response time when handling customer service or support on social media? #TwitterSmarter pic.twitter.com/PJz2o3HqRF
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A1|1: According to @jaybaer, 42% of consumers expect a response on social media within 60 minutes. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A1|2: On Twitter specifically, 53% want response from brands within an hour. It jumps to 72% within an hour after complaint! #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A1|3: Poor response time can cause someone to use another channel to escalate concerns again. = negative brand perception! #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
Timing is everything! 56% of people who have a poor customer experience never use the company again. #TwitterSmarter pic.twitter.com/7jl1KbiBcy
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A1: it's very important to answer quickly. Thinking about ppl standing in line. Shorter lines are better! 👍🏽 #TwitterSmarter
— Kenneth Fong 🚢 (@itskenfong) February 2, 2017
A1: Response time is critical for social media customer service. Helps to avoid issue escalation and shows you care! #twittersmarter
— Darcy Schuller (@darcyschuller) February 2, 2017
A1: THE FASTER THE BETTER. People expect the prompt response, that's why they contact there and not through email/ phone #twittersmarter
— Olena Gapon (@OlenaGapon) February 2, 2017
A1 If you're using SM for #custserv & support, make it a comp advantage for your biz. Reach out, react promptly, be present #twittersmarter
— Zala Bricelj – 🇸🇮👩💻🐕📚 #EduTech is my jam (@ZalkaB) February 2, 2017
https://twitter.com/GovConSME/status/827220649605111808
A1: Very important. Just heard yesterday at my work, "I tweet companies because I get a faster response than calling." #TwitterSmarter
— Robert Fischer (@_imPRessive_) February 2, 2017
A1: I don't want my subscribers to think that I'm available to them at all times, but that I do hear them and will reply. #twittersmarter
— Bakari Chavanu, 😎 Web Designer (@bakarichavanu) February 2, 2017
A1: Response time is everything on social media. Times have changed. You must monitor your presence on social and respond. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A1: @bakarichavanu Noticed some SLAs in twiitter bios e.g. back to you in 2, 8, 24 hrs etc.Managing expectations is key #twittersmarter
— Suzanne Shaw (@SShawConsulting) February 2, 2017
A1. Response time is EXTREMELY important for customer svc/support. As consumer/user, I need help right when I'm tweeting. #TwitterSmarter
— Anh Nguyen (@AnhTNguyen) February 2, 2017
Q2: What techniques can you use when it comes to providing customer service on Twitter? #TwitterSmarter pic.twitter.com/t7peyE68KY
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A2|1: Acknowledge the issue, thank customer & provide resolution in a public tweet if possible. Listen, Appreciate, Resolve. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A2|2: If you can’t solve a problem in under 140 characters, suggest moving the conversation offline to DM, email or phone. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
Create a clear process for handling customer service on Twitter and stick to it. Consistency makes you reliable. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A2: Have someone monitoring your twitter account and responding quickly to people, and not just pass people on #twittersmarter
— Tim Lewis @Stoneham Press (@StonehamPress) February 2, 2017
A2 (a) Keep FAQs & knowledge base handy, if your brand has these. Helps with response time. #twittersmarter https://t.co/3Uo58bJ4s7
— Mike Barzacchini (@MikeBarzacchini) February 2, 2017
A2: Being personal with the experience can help the client and show that you're human and that you care #TwitterSmarter
— VanderwagenMarketing (@VanderwagenM) February 2, 2017
A2: Best to respond immediately on the social site then move to private conversation quickly and resolve matter. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A2 SM Listening. Monitor what is (not) being said. LISTEN, LISTEN, respond, join convos, reach out, offer assistance, advice #twittersmarter https://t.co/0dgyrNLhHt
— Zala Bricelj – 🇸🇮👩💻🐕📚 #EduTech is my jam (@ZalkaB) February 2, 2017
A2: It's important to have somebody monitoring brand's #socialmedia ALL the time, not just check once/ twice a day #twittersmarter
— Olena Gapon (@OlenaGapon) February 2, 2017
A2: Teach other departments, aside from customer service, how to use Twitter to better respond to customers. #TwitterSmarter
— Robert Fischer (@_imPRessive_) February 2, 2017
A2: Employ social media listening. Approx. 70% of customer service complaints made on Twitter go unanswered #twittersmarter
— Lee Brooks (@leebrux) February 2, 2017
A2: When I managed company's #socialmedia, I had accounts connected on my phone, so I saw all the notifications immediately #twittersmarter
— Olena Gapon (@OlenaGapon) February 2, 2017
A2: Understand what you are doing well so you can learn and do even better. 2/2 #TwitterSmarter
— Zachary Fenell (@zacharyfenell) February 2, 2017
A2: Yes, step one for brands with a digital presence, have a team assigned to the #custexp. #TwitterSmarter https://t.co/dQBGuadcYM
— Debbie Laskey, MBA (@DebbieLaskeyMBA) February 2, 2017
Q3: Which customer service issues should be resolved in public or in private via DM? #TwitterSmarter pic.twitter.com/59G3qgYncc
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A3|1: Determine if a tweet is positive, neutral or negative. If negative, diffuse and direct to DM if possible. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A3|2: Create public and private practice scenarios as guidelines for future inquiries, issues, complaints. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A3|3: If an inquiry was made in public, try to handle it publicly. Only move to DM if very negative or overly complicated. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A3: Simple things can be resolved publicly, but complex/private/sensitive issues should be taken to DM. #twittersmarter
— Tim Lewis @Stoneham Press (@StonehamPress) February 2, 2017
A3: When it involves more than just a simple fix/answer. Make them feel helped, not used to promote your brand. #TwitterSmarter pic.twitter.com/BenfZDlXxo
— Jess O'Brien🤘🏼🐙🤘🏼 (@JessOB1kenobi) February 2, 2017
A3: I would handle as much in public as possible. It shows everyone else that you take care of your customers. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A3: Creating a Crisis Communication Plan ahead of time can help determine how to handle customer service issues via social #twittersmarter
— Darcy Schuller (@darcyschuller) February 2, 2017
A3: If it involves confidential information or you need more characters, move the conversation to DM. #TwitterSmarter
— Express Writers | Your Content Writing Partner (@ExpWriters) February 2, 2017
A3 having a link that moves them directly to DM is very handy. like this one: #twittersmarter https://t.co/DI8Phn4rG4
— Rishabh Mahajan リシャブマハジャン (@rishabhmhjn) February 2, 2017
Q4: Should you always respond to ALL customer service Tweets? Why or why not? #TwitterSmarter pic.twitter.com/wfrj9WBgfH
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A4|1: Short answer: YES. Don’t let someone’s thoughts go into a black hole. A customer wants to be heard, plain and simple! #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A4|2: One reason to leave a Tweet unanswered: if a person needs to be blocked, and doing business with them is a bad idea. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A4|3: Customize your replies to the individual seeking help–personalize. The goal is to create a community feel. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
https://twitter.com/OmnipoTony/status/827224224611844096
A4: That depends.. Are you dealing with a legitimate human or a spammer? #TwitterSmarter pic.twitter.com/nEDP2JE9Ew
— OFFPRICE Show (@OffPriceShow) February 2, 2017
A4: You should respond to ALL tweets anyway. Unless it's a troll of course. Block those. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A4: No. This actually takes a lot of practice, but you need to weed out the spam/ridiculous tweets at your biz. #TwitterSmarter https://t.co/s0NR8Ao8yX
— Katelyn Brower (@KatelynBrower_) February 2, 2017
A4: SO important to let your customers/followers know they are 'noticed'. Make the Twitterverse a bit smaller. #TwitterSmarter
— Revenued (@revenuedcard) February 2, 2017
A4: Respond unless the person is being difficult just to be difficult. Usually though, that takes back and forth to realize. #TwitterSmarter
— Zachary Fenell (@zacharyfenell) February 2, 2017
A4: You should try to respond to everything if you can. The twitterverse can pounce on a customer service #fail. #twittersmarter
— Suzanne Shaw (@SShawConsulting) February 2, 2017
Q5: How can brands be transparent on Twitter when replying to customer service issues? #TwitterSmarter pic.twitter.com/uCXxK3ybMN
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A5|1: Include a greeting, and close responses with a name or initials (example: -Sonia or -SG) to humanize the message. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A5|2: Using names creates accountability–users feel heard by a real person, the business can track which employee replied. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A5|3: Be honest and sincere in your tone and language. Admit a mistake if one was made (and don’t repeat it again!). #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
https://twitter.com/JoysOfMercy/status/827225451449970689
A5: Show your personality. Identify yourself by name in the tweet. Put a face to the brand name for the customer #twittersmarter
— Lee Brooks (@leebrux) February 2, 2017
A5: Be transparent by being real. Address the person by name. And sign your name or initials, like this ^Madalyn #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A5: Transparency is getting to the core of the problem immediately & solving it, no matter how polite or rude a customer is. #TwitterSmarter pic.twitter.com/NWJSmFV24H
— Katelyn Brower (@KatelynBrower_) February 2, 2017
A5: no auto DMs. As @MadalynSklar is behind the #ByeAutoDMs. Be real people #TwitterSmarter
— Garcia Media 🇨🇦 (@GarciaMediaSA) February 2, 2017
https://twitter.com/LScarpa22/status/827226261533638658
A5: Use emotional intelligence #EI on all customer responses #empathy is free. #TwitterSmarter pic.twitter.com/YXiUQO7b76
— Danielle Siarri (@innonurse) February 2, 2017
A5. For widespread issues, sending a proactive "We're working on it!" tweet can do wonders for a frustrated community. #TwitterSmarter [AR] https://t.co/ya7uDe00cX
— ModSquad (@modsquad) February 2, 2017
Q6: What is the best way to combat a negative comment about you or your brand? #TwitterSmarter pic.twitter.com/o6mvPbzVZK
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A6|1: A positive reply can begin to rebuild faith in a brand. Show the complainer they’ve been heard & provide a solution. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A6|2: The most important thing is to show you value the customer’s opinion, regardless of whether it started out negative. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
Demonstrating empathy in your CS responses goes a long way. It's often the difference between keeping and losing a customer. #TwitterSmarter pic.twitter.com/NtHdHTpwMu
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A6 @CustomerLobby taught me – write down repsonse on paper – wait 24 hrs -throw it out THEN write prof response #PRICELESS #Twittersmarter https://t.co/sMou3Q7Yrj
— Beth Staub (@AdventureGlass) February 2, 2017
A6: First off, don't ignore a negative comment about your brand. Be nice & polite. Work on a positive resolution. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A6. Respond and try to make it right.. Getting defensive is the WORST way to combat negative comments #twittersmarter
— Becky Lane (@BeckyShindell) February 2, 2017
A6 Acknowledge it and get to the bottom of WHY that comment was made. Don't react to a reaction. Address the core issue. #twittersmarter https://t.co/58RJAbN9ES
— Kristy Gillentine Callaway (@KrisGillentine) February 2, 2017
A6 Doing your best to strike the right tone "of voice" is important, since you don't know how someone will read your words. #twittersmarter
— SKY Armory (@SKYArmory) February 2, 2017
A6 Don't try to hide it or delete it. Own up to it, respond politely, apologize and do better next time. #twittersmarter https://t.co/stkLyD1590
— Zala Bricelj – 🇸🇮👩💻🐕📚 #EduTech is my jam (@ZalkaB) February 2, 2017
A6. Acknowledge. Communicate. Apologize. Improve/fix the problem. #TwitterSmarter
— Dr. Ai 🎓#ClassroomWithoutWalls (@aiaddysonzhang) February 2, 2017
A6: Brand storytelling has impact. You never know which social media responses will become great stories. So, respond. #TwitterSmarter https://t.co/EBdKwrexEM
— Debbie Laskey, MBA (@DebbieLaskeyMBA) February 2, 2017
A6. Ask a Q to try to get to the core issue. Encourage PM contact to resolve issue. NEVER use blame language. #TwitterSmarter pic.twitter.com/WorWmvQNzV
— Gina D. 😷 (@GNAdv) February 2, 2017
Q7: What are your favorite tools or tricks for handling customer service on Twitter? #TwitterSmarter pic.twitter.com/MOSlh0svJs
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A7|1: A tool like @hootsuite has everything in one place which helps keep things from slipping through cracks. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A7|2: Monitor social media channels & “listen”, so that you can respond when your brand is not directly mentioned or tagged. #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A7|3: My best tip is three-in-one: Reply quickly, show the person they’ve been heard, and stay positive consistently! #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A7: My tools of choice are https://t.co/NqmXpXHlPH (Twitter app on mobile) and @hootsuite. #twittersmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
https://twitter.com/PolePositionMkg/status/827228234702020609
A7: A timely response (even if you don't have the answer yet) is the make-or-break of customer service via Twitter #TwitterSmarter
— Darcy Schuller (@darcyschuller) February 2, 2017
https://twitter.com/LScarpa22/status/827229015408771072
A7: We treat our social CS like a Nascar pit stop. Get there, solve the issue quickly, and leave the consumer happy. #twittersmarter
— Jeff Higgins (@ItsJeffHiggins) February 2, 2017
A7: Twitter itself, haha, @Sprinklr and Radian 6. POWER COMBO. #TwitterSmarter
— Katelyn Brower (@KatelynBrower_) February 2, 2017
A7: Build a relationship before issues occur. That way your customer will be more understanding of you and more forgiving. #TwitterSmarter
— Zachary Fenell (@zacharyfenell) February 2, 2017
Q8: Have you experienced stellar Twitter customer service lately? What can we learn from brands "doing it right”? #TwitterSmarter pic.twitter.com/6qZqAIRPtH
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A8|1: @jetblue greets customers by name, empathizes in the case of a negative situation, and aims to solve the problem. #TwitterSmarter pic.twitter.com/YOV4tF1eRb
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A8|2: The embedded DM feature used by @godaddysupport makes it very easy for the customer to get the help they need fast. #TwitterSmarter pic.twitter.com/dCX2zkM9TM
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
A8|3: I’m sure everyone already knows about the happy, responsive customer service that @Applebees provides on social media! #TwitterSmarter
— FreshSparks ⚡️️ Sonia Gregory, CEO (@FreshSparks) February 2, 2017
https://twitter.com/PolePositionMkg/status/827229421690044416
A8: I think @Applebees provides GREAT customer service on social, especially Twitter. Watch this… #TwitterSmarter
— Madalyn Sklar (@MadalynSklar) February 2, 2017
A8: @DunkinDonuts always does a good job. Brands that do it right find problems even when they aren't tagged. They listen. #TwitterSmarter https://t.co/tUHXnKxvUm
— Katelyn Brower (@KatelynBrower_) February 2, 2017
A8: @SproutSocial has the some of the best social CS and platform CS in the game! #twittersmarter
— Jeff Higgins (@ItsJeffHiggins) February 2, 2017
A8: @KLM a good example of this. Great at expectation setting. Response times updated live on their twitter feed #twittersmarter pic.twitter.com/2UzWi52i9l
— Suzanne Shaw (@SShawConsulting) February 2, 2017
A8 @hootsuite @MadalynSklar and @AdobeMktgCloud are always proactive on their approach to customer service!#twittersmarter https://t.co/YlGHouyFFt
— Nicholas Thickett (@NThickett) February 2, 2017
For more tips, advice and resources to help you master Twitter and grow your business be sure to follow me at @MadalynSklar. I’m also available for one-on-one and group coaching and consulting. Get details here.
Be sure to join us every Thursday on Twitter at 1pm ET at hashtag #TwitterSmarter.
