How Twitter Has Changed the Face of Customer Service.

Social networking can be a useful tool for providing customer service within your companies customer relationship management (CRM) program.

Integrating more channels of communication with your patrons can only offer genuine support. Twitter is just one example of social networking that can bring you and your customers closer together. Connecting through social networks promotes quick and comfortable dialogue that benefits all parties.

A Web-based approach to CRM applications offers lightening fast services for both the company and the customer. Tweets are messages comprised of 140 characters or less. They are short, direct, and to the point, and incorporate useful business strategies for handling customer issues. For small inquiries and questions, twittering may be the best route. Problems are resolved efficiently, and solutions are offered with care.

In addition, time is managed more efficiently because your support staff can offer simple solutions in minutes. For more complex problems, customers can be referred directly to a knowledgeable staff member.

Overall, Twitter proposes some useful tools for providing excellent customer service. Here are a few reasons why Twitter might be a good addition to your company:

Have You Heard The Rumor Going Around?

Track what people are saying on Twitter. Simply enter a keyword that directly relates to your business, and find out. Good or bad, your company can benefit from knowing what people think about the products and services that you offer. This information can provide valuable insight into the customer’s point of view. With this kind of information, your company can decide what areas need improvement and where you excel. Customers are often very candid, but use this to your advantage.

Make New Friends, But Keep the Old…

Searching current conversations on the Web works, but it can be a passive approach. Ask your customers to follow you on Twitter. Promote you customer service tactics to patrons by placing a shortcut on your website. Customers do not know you are using Twitter until you make this information known. So, spread the word. This can be very useful for your staff, but only if customers know it is available. Be proactive instead of reactive, and ask customers to check out your page.

Be a Chatty Cathy!

Twitter is all about encouraging dialogue. Customers want to talk about the products and services that they use. Engaging in conversations with your customers creates a sense of community. Through discussions, companies bridge the gaps between customers they hold in high regard and themselves. Twitter is all about persuading customers and sales representatives to exchange ideas and thoughts in a non-threatening manner.