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 X. And a bit of upfront planning goes a long way toward a smooth execution.
Here are our customer service tips to create an effective X customer support plan.
Define your X customer service model and establish basic parameters
Among key customer service tips, a crucial step is to set limits. Launching an effective X customer support plan starts with being clear on the logistics and defining your service scope.
- Decide if you’ll use your main X 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 X 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 Post.