Tips for Excellent Customer Service on Twitter

Posted: March 24, 2015

Twitter is easily one of the most used social media networks in the business world. When replying to anyone on social media, it's important to keep in mind who the reply is being sent to and also who will be able to see what was said. These tips can be used when replying to Twitter messages and comments, to ensure great customer service no matter what. Lindsay Kolowich, writer for Hubspot, shares how to respond to people on Twitter.

How to Respond to People on Twitter: A Simple Guide for Businesses

Thanks to Twitter, businesses are closer to consumers than ever before. Tweets haven't replaced phone calls and handwritten letters, but they've become a popular way for consumers to vocalize their questions, praise, or complaints -- all in plain view of anyone who can find the conversation online. But customers don't just expect you to read their tweets about you -- they also expect you to reply. According to charts published on Search Engine Watch, 70% of surveyed Twitter users expect a response from brands they reach out to on Twitter. Of those users, 53% want that response in under an hour.  It's important to have a solid strategy for responding to tweets so you can keep your customers happy and drive engagement on Twitter. Should you include a link in your response? How much punctuation (?, !) should you use? Are emoticons off the table? Read the entire article How to Respond to People on Twitter: A Simple Guide for Businesses on Hubspot.