December 16th, 2008
by Emilia Doerr
Zappos is a company that Twitters to enhance their customer services
When our Web 2.0 Fear Specialist blogged about the Who, What and Why of Twitter, she talked about how companies are using Twitter to grow their business and connect with customers. In addition to all the “Tweeple” already promoting their companies on Twitter, some are utilizing this platform to boost their customer service in winning ways.
In her blog post Is Your Brand on Twitter? It Should Be! Carrie Hill brings up a great point: That Twitter can help you serve your customers (answer questions, trouble shoot, etc) faster and more efficiently than ever before!
“Twitter is the new phone company—Very true. I can get help with my Dell or Zappos customer service questions much faster on Twitter than I ever did looking up a phone number and sitting on hold for awhile. Not only that—I have something in writing that tells me what to do or how to resolve my problem. The problem with customer service via telephone is the “he said she said” thing that happens when you escalate your call to the next level.”
However, it is also important to keep in mind that this level of customer service takes time and you will need to evaluate your resources and manpower before utilizing this medium.
Web Marketing Therapy Related Links:
- Customer Service Vigilantes on the Web
- Customer Satisfaction vs. Customer Enthusiasm
- Do you Squidoo? How this Web Marketing Obsession Can Help You Build Links, Drive Traffic and Enhance Your Search Visibility
- Twitter Search - Streamline your Twitxperience
Keith Butler
(December 16th, 2008 at 6:36 pm)
Emilia,
Customer service and Twitter. I like the concept, and would like Twitter to support images, graphics, etc. Maybe that’s too much like email, though. One concern: using it for customer service will require educating our customers; so many have trouble just managing email, websites, etc.
Emilia Doerr
(December 16th, 2008 at 7:25 pm)
Hi Keith. You make a great point about the importance of educating customers. Zappos offers a great quick start guide to Twitter (http://twitter.zappos.com/start) written from the company CEO. I think that if you are able to devote the time and energy to educating your customers, then you are presented with the unique opportunity to interact with them even more! That’s what marketing is all about - maximizing exchanges! And there’s just so much potential to tap as the web evolves!
Web Marketing Therapy » Blog Archive » Streamline your Social Media Marketing - Get Hellotxt
(December 18th, 2008 at 3:51 pm)
[...] did a great post on using Twitter to Boost Customer Service that was inspired by Amy’s great post on how businesses can and should use Twitter and thanks [...]