Twitter does Customer Service

5,787. That number signifies the amount of tweets sent per second on Twitter by people and businesses all around the world. 261 million people around the world are on Twitter, with more than 79% of those people are international users outside the United States. According to an article published on Hootsuite, 75% of B2B businesses market on Twitter, and 65% of B2C market on Twitter.

Twitter is a great platform for businesses to increase their brand awareness, and quickly connect to customers in a time efficient way. As mentioned earlier, 79% of Twitter users are international, which helps businesses expand their potential reach and target markets across international borders with the quick taps of a keyboard.

Today were going to talk about the three stages of Twitter Customer Service, what those three stages are, and who’s killing the Twitter game, and who’s just a flop.

STAGE ONE:

The first stage in Twitter customer service is Direct Mention Issue Resolution. During this stage, issues are resolved because the user directly @ the brand username to let them know they have an issue.

Good Example: Intel

Bad Example: Sainsbury’s

STAGE TWO:

The second stage in Twitter Customer service is Broad Issue Resolution. During this stage, all issues from Stage 1 are resolved, and tweets that mention the brand or products directly by @ them, the company directly replies to the tweet with further instructions on how to solve the issue, an invitation to directly twitter message the company for further assistance, and an apology as well.

Good Example: Anthropologie

Bad Example: Old Spice

STAGE THREE:

The third and final stage of Twitter Customer Service is Proactive Engagement. During this stage, the company seeks out conversations about their brands to become apart of, even if they are not directly mentioned in the tweet.

Good Example: Xbox Support

Bad Example: The NFL

The NFL’s main Twitter channel does absolutely nothing to try and become apart of peoples conversations about The NFL/NFL teams unless they are tagged in either a hashtag or a direct mention. This shows a lack of urgency to try and get people to put a face to a company and make those fans and people feel as though there’s a sense of family to the company.

In conclusion, Twitter Customer Service is such an essential part to keeping any company’s image in tip top shape. Social media is the place to go when looking for opinions, thoughts, and to get direct with customers and businesses alike, although the humor is sometimes self-deprecating, here’s a word to the wise businesses out there. Keep it clean, prompt, and professional. One joke gone wrong, and your company is may just loose its good reputation forever.