When customers have a question, they want an answer now! With more and more consumers using Twitter as their platform of choice for customer care, having a solid strategy for responding and responding well is paramount.
In 2016, there was a 91% increase in the volume of customer service inquiries made on Twitter. However, our research shows that not all questions are answered - in fact only 22% of Twitter users with purchase intent who tweeted at a brand, received a response. With Twitter being one of the easiest ways for people to get fast, personalized and efficient help, it’s important for brands to engage quickly and address questions from customers clearly and authentically.
Canadian brands such as WestJet (@WestJet) and Canadian Tire (@CanadianTire) have embraced social customer care and will answer questions and respond to customers via Twitter, 24 hours a day, seven days a week.
Other Canadian companies have individual customer service Twitter handles. These dedicated channels for customer care offer speedy, friendly, personalized answers to questions and resolution to problems. Examples include:
A growing number of Canadian brands leave their DM buttons open so any consumer on Twitter can have a private conversation with them. These include:
Bilingual customer service is also a key offering from many Canadian companies including:
The value of customer service on Twitter goes beyond the number of brands in Canada and around the world using our platform. Here are five additional insights about how Twitter is supporting customer care:
Customer care on Twitter continues to offer value to Canadian brands in terms of customer impact and return on investment. For more information on how to be successful in customer care on Twitter, download your free copy of the playbook now via Box.