Is your small business exploiting Twitter’s potential to be a customer service “call center”—or are you blowing it, big time? Forbes recently pointed out that although 90 percent of the nation’s top 50 retailers have Twitter accounts, only 29 percent actually engage with customers there.
More commonly, companies simply schedule regular tweets each day. They don’t bother to respond to customers’ tweets or watch what’s being said about them on Twitter. This is a huge customer service mistake. Twitter is not a broadcast medium; it’s a platform for conversation and interaction. And with over 500 million Twitter users worldwide (and growing), there’s a good chance that dissatisfied customers will take to Twitter to either tweet you about their problems, or tweet to the world how bad your customer service is.
Thinking of Twitter as a customer service call center—one where everyone in the world can view and comment on your interactions with customers—may inspire you to take it more seriously and to ensure that those who manage your Twitter account are empowered to deal with customer service problems.
Learn more at Forbes.
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