Being quite active on Twitter, I often notice how the brands and people I follow interact with one another. Twitter has become quite a powerful customer service tool for companies, as it is quite easy to monitor what people are saying about a brand, the industry or what they are looking for.
Brands can easily engage directly with Twitter users in a personal manner, but for large brands there should be an active person dedicated to monitoring Twitter. The way to make use of this form of social media for customer service is to be fast, proactive and provide actual solutions.
Here are a few examples of how some local brands are making use of Twitter for customer service and interaction:
DSTV does a decent job of giving multiple options to try solve the problem.
DSTV on Twitter
Kulula shares information about delays and deals with customer service issues.
Kulula on Twitter
Virgin Active is fun and motivating with it’s tweets and offers support and good customer service.
Virgin Active on Twitter
Vodacom has a full time job dealing with many customer complaints. They could do a better job at making the replies more personal, as they seem a bit generic.
Vodacom on Twitter
Woolworths is great with sharing specials and customer service. They also engage with customers on a regular basis and make them feel special.
Woolworths on Twitter
so, dstv just sends their customers to yet another contact, where they’d have to submit their query again.
Seems like it in this case, would be better of them to send an actual application form, link or request the contact details to start things moving with the application on his behalf.
Really refreshing article. Thank you for moving along the time for me with a great read.
Cheers for posting this up. Could be very useful to me.
I daily use twitter for our businesses