Earlier this month, we published our new guide to customer service on Twitter. This is the first in a series of posts to highlight key concepts and examples from the playbook. As you’ll see, Twitter is transforming the way companies and customers interact, and the opportunity is enormous. Today, we begin with an overview.
As your brand seeks new ways to create meaningful connections with customers, Twitter can help. Twitter is not only a platform for people to connect with one another; it’s also a place for people to connect with brands. And that enables companies to deliver differentiated, scalable customer experiences with:
Service is the most important driver of customer satisfaction – and when it comes to satisfaction, customers vote with their wallets. According to the Temkin Group, almost two-thirds of customers having a poor experience actually reduce their spend on that brand. Not only is customer service important; it’s everywhere! Increasingly, your customers are on Twitter. With 316M monthly active users, increasingly your customers are on Twitter.. And customers expect brands to meet them on Twitter. According to a study by NM Incite, 47% of social media users have used social care, and it’s growing across all age groups.
We’re seeing this trend in the growth of customer service conversations on Twitter. During the past two years, Tweets targeted at the Twitter accounts for customer service at leading brands are up 2.5X.
Not only are customers taking to Twitter for customer service; they have become more particular about the service they receive. Customers want freedom and flexibility on how, where and when they are served, demanding a more personal experience and 24/7 availability.
In short, customer service is more challenging than ever to deliver. Twitter helps you meet ever-increasing customer expectations with a tailored 1:1 experience.
Customer service teams are frequently tasked to balance the seemingly impossible: reduce operating costs, generate revenue and improve customer satisfaction. On Twitter, you can make improvements in all three of these areas.
Brands that take full advantage of customer service on Twitter see a range of benefits:
We’re in the early stages of a revolution in the delivery of customer service. In the coming weeks, we will post more on this topic from case studies with cutting-edge companies to a step-by-step guide on how to deliver transformational customer service to your customers using Twitter.
If you’re looking to see the whole story today, download your free copy of the Twitter for Customer Service playbook now via Box (no registration required).