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Keeping Up with Twitter

KEERINGUATwitter Expanding Customer Service to Twitter Today, Twitter has more than 500 million users. This means approximately 1 in 14 people worldwide has a Twitter account. If your company is excluding the Twitterverse, your customer service may be in serious trouble, as more customers are seeking immediate resolution through social networking. Here's why your company shouldn't wait to integrate Twitter support. HOW DO COMPANIES FARE ON TWITTER? A survey by Conversocial followed the top 100 retail brands in U.S., to find out how quickly they responded to their Twitter following's customer service issues. 13% Half of the top 10 clothing retailers did not respond to complaints on Twitter at all. Only 13 percent of complaints got a response. RESPONSE TIMES Number of hours it took U.S. retailers to respond to Twitter followers 100 37 percent of replies came in more than 10 hours after the customer posted. 80 60 37% 40 28% 20 12% 7% 4% 2% 2% 2% 2% 2% 2% 0% 0% 0% 0% 0% .5 .5-1 1-1.5 1.5-2 2-2.5 2.5-3 3.5-4 4-4.5 5-5.5 5.5-6 6-6,5 7-7.5 7.5-8 8-8,5 9-9.5 9.5-10 (Time in Hours) HOW DO CUSTOMERS COMMUNICATE WITH BRANDS ON TWITTER? The study sorted the types of tweets customers sent to brands into four main categories: 100 80 60 40 *%!$ 48% ---------- 20 33% 10% 9%- Queries Complaints Feedback Negative Comments Questions about sales, store location, etc. Relating to a specific issue or problem with the retailer. Requests for a new product. General complaints about the company. Customers are turning to Twitter primarily for direct assistance. Nearly half of customer service issues were direct queries that customers expect a response for. DON'T LEAVE YOUR CUSTOMERS HANGING It's clear that consumers want to communicate with brands directly. But when brands ignore their customers or lag in their response, overall customer satisfaction can suffer. + Steps for Twitter customer service success Monitor Twitter Feed Daily Provide Genuine Help Be Consistent Trust In this fast-paced medium, Give real customer service support By providing real customer every minute counts. Address and respond to via Twitter. Your customers may be support in real time, your impressed enough to broadcast their customers will know they issues immediately. positive experience, earning your can rely on your brand. company social points. Providing quick, engaging, and valuable support to your customers on Twitter can build a positive brand image and reduce cost. Twitter takes less time, and money, and offers your company the ability to resolve issues quickly and efficiently. SOURCES: zendesk CONVERSOCIAL.COM TWOPCHARTS.COM

Keeping Up with Twitter

shared by Markus Allen on Aug 25




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