How Twitter helps with contacting customer service departments

Having been set up in 2006 Twitter has gained popularity over the years. It’s now the go to method of contact for many people when asking companies about products or customer service enquiries. Having a Twitter profile not only allows companies to market to potential customers, but also be attentive to customer needs. There is some excellent information available about how to use Twitter for companies like this Hootsuite post here however how can customers use the Twitter tool effectively within interior design?


Locating an interior company on Twitter

If you have a customer service enquiry and want to locate the company on Twitter, simply use the search bar in the top right of the interface. Most companies use Twitter nowadays, so if for example you wanted to locate Sue’s interior design Peckham, type that in the search then click People on the results tab. You’ll be sure to find the company you are looking for pretty quickly if they have an account. Company profiles look like this interior related company and usually have a logo or defining image as their brand page so are easy to recognise.


Why contact companies through Twitter?

There are several advantages to tweeting directly to a company through Twitter with your enquiry.

1. You know the company will receive your message. Twitter works

2. Your tweet will be public and companies want to be seen as proactive, not ignoring customers

3. You can expect swift resolutions to difficult questions as companies tend to be far quicker in replying through social media

4. Often you’ll move to private chat, which means you have their dedicated attention

5. If a company responds poorly, it will be visible to you, your followers and anyone can read your tweets which are public

6. Praise is also public in the same way, and companies love to promote themselves through happy customers


That’s not all either, this excellent post from Hubspot demonstrates response expectations and negative consequences companies face from enquires. If you complain on Twitter, the negative impact for non response is clear. Companies will generally answer as quickly as possible and help you with your query in a timely manner.


Use hashtags to reinforce your query

Once you’ve located a company you want to deal with and have composed your message, don’t forget to include one or two relevant hashtags. If you’re tweeting a brand about a product, use that as a hashtag. If you have negative feedback or a complaint, search for similar hashtags using the brand name. This garners more attention and also spreads the word about an issue other people might be having as well.


One thing to consider is that being reasonable online is essential. However bad a service may be, however late or unexpected a product might appear, taking a reasonable tone is the right path. Being behind a social media wall doesn’t give us the right to be rude or offensive and complaints should be made in order to get situations resolved rather than exacerbate them.


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