When we, the customers have a complaint or query directed to a company, we either visit the corporate website or ring up the busy hotline.
But how many times has the inadequate FAQ list frustrated us? And how long did we have to wait before we finally hear an unrecorded voice at the other end of the call?
All these speak failure.
Could Twitter be a solution? It might not be perfect, but it certainly could help patch up some of the major flaws of other customer service tools.
1. It is fast
At least from the consumer’s perspective. Rather than waiting for an operator to pick up, or looking through a whole chunk of FAQs, tweeting allows a customer to send the query directly to the customer service personnel.
The biggest challenge faced by businesses on Twitter is the speed of replies. Hence, having a dedicated Twitter customer service representative is crucial. His or her job scope would be to handle the account during office hours.
2. It is fun
The Twitter experience is cool and refreshing as compared to engaged hotlines and boring FAQs.
It is fun because it involves interaction. Except for the sales people, businesses don’t normally speak to consumers directly.
It forces businesses to speak, leading to a more intimate relationship between customers and businesses.
3. It is effective
Did being fast and fun make it effective? Partly yes. But the best part of Twitter is it being a social networking site.
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