Customer service has been greatly influenced by the digital age. It was designed to help customers with the doubts and queries that they have related to a business’s product or service. However, long waiting time on phone support and slow responses through email support can make reaching out to customer support a dreadful task.
Companies have now found a new way to engage with their customer base, solve their problems and build good customer relations, with the help of social media support. Understanding how Twitter can transform customer service for the better can help your business reduce costs and improve brand reputation.
The main goal of customer support is to help customers resolve their issues, complaints and other queries. It’s not like phone support or other forms of customer service will not achieve this, but the long waits do not help customers (especially those with urgency). Twitter is a high-speed customer service platform that can help sift through and solve problems quickly. If it’s a small issue, a single tweet may be enough. For a more complex problem, you can initiate deeper conversations with customers.