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Oct 08 2013

4 Tips for Handling Social Care on Twitter

Social Care on Twitter is becoming increasingly popular with brands of all sizes.

social care on twitterWhat exactly is Social Care on Twitter? Today, one-third of online adults prefer to engage with brands through new media – like Twitter or a live chat service – than through conventional forms of customer service – like the phone, or even email. People want their issues addressed right away. The practice of helping customers on these networks is called “Social Care”.

By providing Social Care on Twitter, for example, your brand is offering an added value that many competitors may not yet offer. This is still an emerging trend, and your brand can be among the first to reap the benefits!

Let’s go through 4 helpful tips when it comes to offering Social Care on Twitter.

Have a Plan in Place

The most important thing you are going to need to do is have a plan in place for dealing with customer service issues as they come up. Whether it is a technical issues (maybe you provide a software, or a physical product) or a dissatisfied customer, you need to have procedures in place to address these issues in real time.

Remember, everything you share on Twitter is public (with the exception of Direct Messages) so make sure that you know exactly what you want to share, how you want to share it and the image you would like to portray for your brand, because these conversations will be seen by a potentially large audience.

Address Issues Immediately

When it comes to customer service, surveys show that customers want their issues completely resolved within 60 minutes. They want their issues addressed by a brand within five minutes of bringing them up. Letting complaints, questions or comments sit in the socialsphere and gestate is worse than having the comment up there to begin with.

What kind of image is portrayed of your company when you let your customers’ issues go unaddressed, for the whole world to see what kind of service you offer? Make sure you are handling these issues in real time. After all, that’s why people are reaching out on these media.

Take Twitter Seriously

If you plan on offering Social Care on Twitter, you have to be prepared to take it seriously. The same way you would have a team in place to deal with customer service calls, you need to have a designated individual or team for handling Social Care on Twitter.

People expect the same service, if not better service on Twitter than they do from any conventional form of customer service. Just because it is Twitter, does not mean it is a free pass.

Take Advantage of Tools

The bigger the brand, the heavier the volume of customers reaching out. It can be overwhelming to watch a stream fill up with queries and complaints. You might find it hard to address every one. Take advantage of some of the tools that exist to help with organizing your Social Care on Twitter.

Look into ZenDesk, which works with HootSuite, or Salesforce Desk to help you manage your Social Care. You’ll find it a lot easier to work these into your Social Care strategy than to run the whole thing on Twitter alone. Remember the tip above, you need to take Social Care on Twitter seriously.

Implement these tips into your Social Care strategy and you’ll see that customers love a caring brand! Tell us how you use Social Care on Twitter in the comments below or on Twitter!

Feel free to reach out to t2 to find out how we can help you with your Social Care strategy!

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Corey Padveen

Corey Padveen is Google AdWords Certified, Google Analytics Certified, a Certified Inbound Marketer and the Director of Global Social Business Strategy at t2 Marketing International. He is a principle strategist for B2B, B2C, B2G and NFP client-centered digital marketing initiatives and is a leading authority on the concepts of Social Equity and Responsive Branding. As the primary author of the t2 Marketing International digital marketing blog, a contributing author to a number of reputable marketing publications and a keynote speaker, Corey regularly shares his wealth of knowledge in the realm of digital marketing, data analysis and social media, and their applications to business in the digital age.

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