Twitter客户服务的快速而有用的指南

Werner Geyser
最近更新时间：
14 min read
Social Media

推特allows normal, everyday people to connect with their favorite brands and humans. The ever-changing bird app gives brands and companies the chance and flexibility to create an incredible customer experience for the people they're trying to help.

It's more important than ever before for your customers to have positive interactions with your brand. While it may seem like a daunting task at first, when done right, using Twitter for your target audience's customer support experience will only pay off in healthy dividends.

在Twitter上为您的客户提供有用，丰富的体验，这表明您的品牌如何对客户及其需求表示同情。我们研究了使用Twitter进行客户服务支持的利弊，如果您开始使用时如何开始使用Twitter，以及如何改善已经存在的Twitter客户服务体验。

Twitter客户服务的快速而有用的指南:

为什么Twitter对客户服务很重要

What makes Twitter special in the realm of the customer service Universe? What Infinity Stone is hiding there that happily gives brands and companies more power?

While Twitter may not necessarily be considered one of Thanos’ Infinity Stones in this world, it’s still a powerful platform brimming with enthusiastic energy. Compared to social media platforms like Facebook and LinkedIn, Twitter businesses and brands can promptly answer questions and address concerns in a diligent manner. Customer queries quickly addressed in less than 4 minutes can result in customersspending $17.18 more.

Twitter还提供了一个机会，可以与您的目标受众见面。对响应迅速的客户支持的需求很高，特别是对于千禧一代和长大的Z世代而言。作为一个公共环境，Twitter可以通过您周到的回应和有用的解决方案的宣传来增强您的公司声誉。公关很容易。

最后，Twitter可以是一个积极主动的客户支持渠道。即使客户和好奇的旁观者通过您的Twitter与您联系，您仍然可以通过Twitter频道监视您的Twitter频道推特marketing tools查看提及您的品牌并根据需要解决任何担忧和周到的词。

如果您正在寻找更多，以下是使用Twitter进行客户服务的利弊列表：

Pros and Cons of Using Twitter for Customer Service

Pros

展示您的品牌个性和身份

Twitter使您更加灵活地使用品牌声音。即使您的品牌没有面对这个名字或使用吉祥物供人们识别的人，Twitter仍然通过使用书面语言的力量使您的客户与您认同来展示您的品牌个性。

在Twitter上可以帮助您传达您的品牌精神和个性。这应该有助于您的业务吸引目标受众。

客户灵活性

Twitter将更多的权力掌握在人民手中。这些人，那些选择花钱解决问题或满足需求的人很忙。他们想要尽快解决，不想在灌木丛中殴打，并希望回答他们的问题。

Sometimes, sending a tweet asking for help is like texting a friend. Asking for help is hard and people still want to be validated. But sometimes, they don’t have the time or the energy to talk on the phone. They may want something simpler and easier for them. This flexibility can also result in…

Resolve customer issues and complaints quickly

60% of Twitter users期望在一个小时内回应他们的推文。

吸引广泛的观众

Twitter结束了3.96亿注册用户在整个星球上发推文。您是否想知道这3.96亿注册用户中有多少可能是您的客户？使用主题标签可以帮助您吸引对特定主题或特定位置感兴趣的受众。

提供有效的客户服务

The platform allows direct two-way communication with your customers. Because it's a public interaction, if you do it well it shows your business in a positive light.

收集宝贵的反馈

有兴趣进入客户的头吗？Twitter可能有助于收集客户的反馈，尤其是通过推特Analytics feature. You can easily ask a question in a poll or tweet a direct question inviting others to share their thoughts and perspectives with you.

Cost-effective

设置Twitter帐户是免费的。虽然有付费广告可用，但许多企业可以从有机帖子和互动中获得好处。

Pros and Cons of Using Twitter Customer Service

缺点

角色限制

One of the biggest limitations of Twitter is undeniably its’ character count. Its 280-character limit can be a challenge in resolving customer disputes. That is on a case-by-case basis. Either way, the short character limit will encourage you to communicate more briefly.

Volume of content

当您的客户发现您在Twitter等社交媒体平台上提供客户服务支持时，您可能会对他们的反应方式感到惊讶。一个较小的客户支持团队可能会被诸如乘船驶过强海的船舶的要求和询问所淹没。这可能导致您的员工承受压力。

负面暴露和批评

Twitter是一个公共领域。您的企业推文（无论是好坏）都可以随时随地查看Twitter用户（包括您当前和潜在客户）的所有内容。

客户可以公开抱怨产品啊r services. Negative comments can reflect badly on your business. However, dealing with complaints well can have a positive impact on your reputation.

以机智，优雅和礼貌处理沮丧的，愤怒的客户和巨魔。帮助他们，好像他们站在你面前一样。如果您没有保持有益，专业的态度和语气（这特别重要），则将向整个Twitterverse播放。

188金宝慱网站

Maintaining a presence on Twitter requires a time commitment. It's also important that the staff looking after the account have the right skills and training.

对时间敏感的

Unless you tweet at the right time, when your followers are online, your tweets could easily be missed. This can result in frustrated, impatient customers.

使用Twitter进行客户服务的5种方法

After reviewing the pros and cons of utilizing Twitter as a possible customer support channel for your customers, determine whether or not it’s the appropriate approach for your business goals. An effective, word-of-mouth-worthy Twitter customer service and service offering requires putting together a strategic plan.

If you’re ready to launch and get started, ask yourself these questions before putting pen to paper (or fingers to keyboard):

  • What approach is going to work best for your brand?
  • 手柄的“声音”应该是什么？
  • 您将有多响应？您的时间有限吗？（如果是这样，您应该将它们发布在您的生物中。）
  • 哪个客户服务软件也我应该用来帮助我们制定社交媒体客户服务支持计划吗？
  • Who on your team will be responsible for monitoring and responding to customer queries?

只有回答这些问题，您才能考虑使用Twitter滚动以进行客户服务。

Twitter客户服务步骤开始

进行Twitter审核

您对Twitter努力的影响有多确定？ATwitter帐户审核可以为您提供您秘密问自己的问题的答案。

ATwitter审核tells you what content was seen, liked, commented on, and retweeted the most. It also gives you an opportunity to review your strategy, remove spam bots and fake followers, and determine what Twitter content no longer works for your brand strategy, tone of voice, or brand values.

设置您要使用的帐户类型

After conducting a helpful audit of your Twitter account, the second thing you need to do before Twitter customer support channel is to establish the foundations of the account.

例如，Twitter通过@TwitterSupport句柄拥有自己的专用支持渠道。该帐户为各种Twitter用户共享有用的公司新闻，并允许任何Twittter用户发送快速DM或Tweet寻求帮助。

根据Twitter，超过一半（58％）的Twitter用户期望品牌具有支持手柄。支持处理有助于清楚地指导客户去哪里寻求支持；他们也有一个无言的承诺，即准备解决客户问题的专门支持代表。实际上，有64％的Twitter用户认为拥有专用支持手柄的品牌正在为客户做更多的工作。

Build best practices for responding

Replies and mentions on Twitter are two of its most powerful features. What guardrails will you build about when you will respond to those replies and mentions and when you won't? Once those guardrails are firmly planted, what will the planted seed look like? Determine what you will say when you do respond.

建立最佳响应做法并与您的团队内部共享，将使每个人都在同一页面上，以确保为最终用户提供积极的Twitter客户支持体验。

围绕如何使用帐户设置边界

设置Twitter客户支持帐户并处理后，请弄清楚想要的哪些政策和界限，以确定如何专门将此帐户用于客户服务和支持。

What kind of issues will you handle through Twitter? What kinds of conversations should be handled publicly vs. privately? When do you move the conversation off the platform?

Setting these policies and boundaries in place for your Twitter customer support channel can prevent frustration and confusion for everyone involved.

培训您的支持团队

一旦建立了您的Twitter客户支持渠道的期望，政策和界限，请确定培训支持团队的最佳行动方案。

许多客户服务专家和专业人员通常不知道Twitter的来龙去脉，反之亦然。愿意展示Twitter的基本功能，如何响应DMS和Tweet，在哪里偏向于愤怒或不愉快的客户，无论支持团队是否应在必要时签名，是否应签署其名称，如何个性化响应以及在哪里指导特定的特定响应内部要求。

现在，您知道如何使用Twitter作为客户支持渠道开始，以下是适当使用和改进Twitter的不同方法，以获得丰富的客户服务体验。

相关内容：

改善客户服务Twitter的5个提示

Twitter /客户服务频道

Respond quickly

78% of commenterswant a response within the hour. Build a system to get questions answered quickly instead of accidentally ignoring feedback.

推特's quick-moving, ever-evolving nature sets the expectation for users to expect an even faster response from brands and companies they reach out to. Don't keep your customers waiting.

善良

像人一样说话。提供有用的客户吃晚饭port on Twitter is not the time to be clever or witty. Someone has reached out to you in need of help. What they need is another human being to validate them and allow them to feel heard and supported, just like you do.

如果您想在回应中添加任何聪明或幽默，请评估他们使用的语气以及他们的问题/问题是什么。回应您的客户如何启动对话。

Humor and amusement have a time and place. It’s up to you to discern whether that kind of response is appropriate and will ease tension or make it worse.

无论情况如何，在使用Twitter进行客户支持时，您的主要优先事项将有所帮助。不管您的回应如何，始终为客户提供解决方案或最佳下一步，以便他们觉得仍在取得进步。

Make your business approachable

Making your business approachable on Twitter can help put people more at ease in regards to reaching out to you through Twitter for customer support inquiries. How can this be done? One of the easiest ways to start (and maintain approachability) is to optimize your Twitter customer support profile.

优化您的Twitter客户服务渠道包括但当然不限于：

  • 选择合适的标题图像
  • Using your logo as your profile picture
  • 包括可跟踪的链接
  • Regularly updating your pinned tweet with a relevant call-to-action
  • Telling your story, sharing your business goals, and how you specifically help people in your bio

完全优化您的Twitter配置文件，不仅可以在您的品牌中建立可接近性。它还传达了信任的基础。

Have a direct way for your support agent to reply

Using Twitter by itself can be an effective way to provide great customer service. Depending on the nature of your Twitter support channel, it is possible to feel overwhelmed and disorganized when requests come in. Especially with Twitter DMs, replies, and mentions.

Social media itself was not originally designed to be an all-encompassing customer service channel. Outside of the basic notifications it provides you, Twitter does not really have a way to help your team organize and maintain support tickets. Instead of Scrooge McDuck diving into piles of money and being happy about it, we want to avoid having your Twitter support agent(s) dive into piles of unanswered support tickets.

幸运的是，有不同的解决方案可以帮助您和您的客户支持团队回应推文和直接消息。TweetDeck是最受欢迎的解决方案之一。TweetDeck由Twitter网络本身创建和提供，允许Twitter用户在一个位置上查看其Twitter页面上的所有活动。

创建指南，以解释您通过Twitter支持哪些问题

尽管Twitter可以在客户支持方面有所帮助，但它无法解决每个问题。如果您的业务提供的话，也许您的客户需要与电话通话。为您的客户提供很多选择，您可以合理，一致地为他们提供。

创建指南的一种很好而简单的方法来解释您通过Twitterverse支持哪些问题的方法是创建固定在Twitter客户服务频道上的Twitter线程。该线程将列出您在平台上遇到的不同问题；您甚至可以包含任何相关媒体，例如图表和屏幕截图以及可操作的电话操作。然后将线程固定到您的个人资料。

This sets expectations and satisfies any possible questions customers may have before they contact you.

您准备好将Twitter用于客户服务了吗？

Using Twitter for customer service can only benefit your business in the long run. Maintaining a positive brand reputation is easier than ever before thanks to Twitter. These five Twitter tips to get started and five ways to improve your customer service offering should help you leverage your brand as one to have a positive brand experience.

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