Why Twitter is the New 800 Number


Image courtesy FreeImages.com/Rybson

I don’t know about you, but I hate calling a company’s 800 #. There’s that long wait, that awful hold music, and finally, that wonderful moment when someone answers and they:

a) accidentally hang up on you

b) have attitude from the word “hello”

c) ask you to give a ton of personal info before you’ve even said “hello”

d) are as insightful as a box of hair

e) transfer you to someone else because they’re not the right department

f) or maybe, just maybe, are decent to talk to, but you are still on the phone with them forever

I got news for you.

Your clients are looking for a quicker, better answer.

They want to be able to resolve customer service problems quickly and they want to do it on Twitter.

If you don’t have a customer service department set up on your Twitter account, well, what are you waiting for? It’s a vital step in improving relations with your clients.┬áIf a client can get a problem solved in a few seconds on Twitter, instead of a half-hour or more on the phone, that client will feel really positive about the whole experience and your company in particular, plus it will make it that more likely they’ll recommend you to friends and family. And: other folks on Twitter may see the conversation, and they’ll be impressed you solved a customer’s problem so quickly. Win-win-win.

That being said, sometimes, customer relations on Twitter can go very wrong. I once had a medicine company contact me on Twitter after I complained about an issue. I ranted on Twitter that they ruined my night’s sleep and then the company asked me if I would share my experience with them. Why? I knew I was never going to use that product again. If a client is upset about your product, and you can’t fix the problem, there’s no point in contacting them on Twitter, or anywhere else for that matter. But if you can fix the issue, by all means, use Twitter to do so. Offer free store credit, apologize, ask what you can do to make it better, etc. With customer service, it’s all about using common sense and asking yourself what you would like if you were that customer. They want a nice, friendly person to talk to and the problem resolved fast so they can get on with their lives. It really isn’t that hard.






Two Secret Ways to Analyze Tweets

Image via Svilen Milev at freeimages.com

How do you know if your tweets are attracting an audience? You can tell a little by how many re-tweets you get, or how many times someone “hearts” a tweet, or how many new followers you get, but there are other ways to measure your tweeting success that are more thorough and a little less obvious to the beginning tweeter (meaning it only took me seven years on Twitter to figure out).

Twitter analytics is an amazing free measurement tool. It gives you a month-by-month summary of how many tweets you posted, how many tweet impressions you received (for more about tweet impressions, click here), profile visits and mentions.

It also lets you see your top tweet of the month, who is your most popular follower, and how many impressions the top tweet received. It’s a great way to see what subjects get you the most attention. (My most popular tweets tend to be anything having to do with celebrities and humor.) Go to “audiences” (at the very top of the page) and you’ll see what subject is of paramount interest to the folks you’re tweeting to.

If you want to analyze each tweet individually, click on the thing that looks like a couple of chimneys on the bottom of your tweet (it’s next to the heart symbol). That tells you how many impressions that particular tweet received.

Use these tools to create future tweets and watch your follower count grow.