Customer Service With Twitter
[powerpress]
Southwest Airlines' response to Kevin Smith is a good example of a company using Twitter to handle a situation that could have been out of their control. Toyota is doing the same thing, to a degree, and using Tweetmeme to try and steer the conversation about their massive recall in a positive direction. In both cases, Twitter is helping businesses repair a tarnished image; something that would have been far more difficult to do in years past.
Best Buy launch the "Twelp Force" last summer; a way for people to ask Best Buy employees questions through Twitter. As of a few weeks ago, the Twelp Force had answered over 22,000 questions, and averages 100 questions answered a day. The Twelp Force is a great example of a business using Twitter as a combined service and marketing front, since they are answering questions, and commonly referring people to products and services Best Buy offers.
Customer service on Twitter isn't limited to big business by any means. Small businesses can use many of the same techniques to better serve their customers and build trust. There are lots of services online to let you know when your brand or business has been mentioned; we recommend using Hootsuite to manage your businesses account. Through Hootsuite you can set follow keywords, keep track of what people are saying about your business, and reply back to them effortlessly. An example of how to build trust and better serve customers would be to simply respond whenever they check in on Foursquare or mention going to your establishment. A simple 'thanks for stopping by!' is all it takes to build some trust and goodwill with your customers.
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