While your personal Twitter account is a great place to let your followers know what you had for breakfast, or how much you love the @REDBLACKS, using Twitter for your business is an invaluable way to interact with current and potential customers. While twitter can be used for social media marketing, it’s also a valuable public relations tool. The platform allows you to give quick answers to questions in under 140 characters, and hear back from thankful and satisfied patrons. Having trouble figuring out the world of Twitter public relations? Let’s look to some corporate accounts for guidance.
The @Delta account has employees answering questions from travellers 24/7. If you want to know if your flight’s been delayed, or complain that the flight attendant wasn’t nice to your son, Delta will have an answer for you within moments.
While a flight delay or baggage inconvenience has the potential to sway a customer away from Delta in the future, a speedy response to let the customer know they’ve been heard, and that Delta is willing to help them out is sometimes all it takes to keep a valued customer flying with Delta Airlines. Social media management can be a critical step in customer retention.
@Bell_Support does a very similar job to @Delta, answering customers as quick as possible, and also offer the option to Direct Message the account. This takes any further complaints the customer may have out of the public eye of Twitter, where Bell can deal with the issue quickly and privately.
Here’s an example of the @FitBitSupport account solving a customer’s problem by redirecting them to the help page of their website. While in the past you may have had to stay on hold to a telephone operative for tech support, the Twitterverse can get you sorted in the click of a button!
Sometimes, a customer who’s just had a fantastic experience with your company will take to Twitter to let their followers know. The customer helps out your marketing team by sharing their positive response on their social media! While not as common as a complaint or issue, these Tweets are golden for your brand, and @Bell_Support knows it. Direct Messaging a customer who’s taken time out of their day to thank them, they ask for more information so they can pass the compliment on to the employee who went above and beyond for this happy customer.
We hope this gives you a good idea of how you can interact with your consumers on Twitter. When used effectively, a company’s Twitter account can have a great impact on customer satisfaction, and help fix any issues in 140 short characters! Happy Tweeting!