Twitter has slowly but surely developed into a platform that has tremendous potential for interaction between businesses and their customers. Unfortunately although most businesses know about Twitter insofar as the fact that it exists, and some even ?cater? to it with their customer service solutions ? very few truly engage the Twitter-verse the way they should be doing.
Twitter Should Not Just Be Reactive
The approach that most businesses use when it comes to utilizing Twitter as part of their customer service is as a reactive tool. What that means is that they use customer service software to link up with Twitter so that customers can contact them through this social network and have their issues dealt with.
While it is certainly nice to give customers the option of linking up with a businesses? customer service via Twitter ? that is not the same thing as engaging the Twitter-verse.
All said and done, Twitter is all about dialogue between people and just sitting back and reacting to customer issues isn?t enough to actually encourage customers to communicate via Twitter. Ideally, you should be engaging them, by providing regular Twitter-based updates, talking about topics related to the product or service that you?re offering, and basically just chatting to your customers.
By doing so, your approach to Twitter will be less reactive and more proactive.
Chatting through Twitter allows businesses to connect to their customers in an unprecedented manner, and slowly but surely you?ll find that you?re able to build up a community of customers around your Twitter presence. That is really going to help improve your relationships with customers, and it will prove to attract new customers as well in the long term.
When you first start out however it is important that you let your existing customers know that your business is on Twitter and there is a reason why they should be following you and the updates that you provide. That is the first step, and the more you use Twitter to actually connect to your customers, the more you?ll find that more customers are connecting to you via Twitter.
Reciprocity is really the name of the game.
Although having Twitter integrated into your customer service software is essential, having agents who actually manage, update, and develop customer relationships via Twitter is even more powerful. This is where the line between simply serving customers? needs and developing customer relationships becomes increasingly important ? and you?ll find that if you use Twitter for the latter purpose instead of just focusing on the former, then you?ll gain far more advantages.
Long story short, engaging the Twitter-verse could help you to increase your sales, conversions and overall performance.
Source: http://www.customerservicesoftware.net/engaging-the-twitter-verse-in-customer-service/
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