“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf.
Support and service for customers has become an increasingly central part of any brand loyalty and growth strategy. Want to make it big and dominate the market? Look after your customers and treat them as individuals!
To help brands converse with followers and users in respect to customer support, Twitter is launching two new products to help answer basic questions and address complaints. The first product is a ‘Welcome Message’ to let a business “greet” a user when they receive a direct message from them. This will be an automatic reply which will explain what will happen during this online exchange.
The second new product is the ‘Quick Replies’ which prompts the user with how to get their question/issue answered without the need of an actual conversation. Sort of like automated customer-service calls options, they will however put you through to a human if needed.
Pizza Hut, Spotify, Tesco, Norton and Airbnb are among the first to begin using the service with other brands jumping on the opportunity throughout the year.
In a blog post, Ian Cairns, customer service product manager at Twitter, said: “When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them. For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.”
The number of tweets from customers to brands for customer service has increased by two and a half times in the past two years with DMs also rose by nearly 50%. It’s a known fact that better customer service leads to better sales and customer loyalty; people want to be cared about and not just be another sheep in the flock.
A study released in October with Applied Marketing Science found that customers who tweeted at businesses and received responses were willing to spend 3 percent to 20 percent more on average-priced items in the future.
“Just tweet them.” More commonly now, when I have a complaint about a brand (mainly train service or clothes delivery) I head to Twitter to voice my issue or question directly as I know this is the fastest way to get a response or reconciliation as it is in the public eye. Slightly harsh I know but I only do this for a big brand that can handle it as I have worked on the social media customer service side myself. The chatbots are a great way for brands not only to save face through taking the conversation off the timelines, but also to be able to help their customers as quickly and efficiently as possible when a human is not always in the office or on the ball.