Your customer service plan matters now more than ever. With customer interactions increasingly occurring online, companies can benefit — and benefit customers — by offering fast, flexible, and timely support options via platforms like Twitter. And a bit of upfront planning goes a long way toward a smooth execution.
Here are our customer service tips to create an effective Twitter customer support plan.
Define your Twitter customer service model and establish basic parameters
Among key customer service tips, a crucial step is to set limits. Launching an effective Twitter customer support plan starts with being clear on the logistics and defining your service scope.
- Decide if you’ll use your main Twitter account or create another, dedicated customer support account. For example, wellness brand @therabody sends customer service requests to a dedicated account, @TherabodyHelp.
- How should customers contact you? For example, you might ask them to tag your support account or use a specific hashtag.
Effective Twitter customer support requires that you communicate frequently and set expectations. During what hours is your account monitored? How quickly can customers expect a response? Don’t forget the importance of keeping customers updated when holidays, unexpected events, or other factors change your availability, as @HubSpotSupport does in this 4th of July Tweet.