One of the biggest mistakes that companies large and small make on Twitter is ignoring customer service questions and complaints. It’s important to remember that everybody who follows your company can see that you’re not replying to questions if they take the time to look. Stellar customer service can do a lot to boost brand loyalty and your company’s reputation.
The best customer service on Twitter is personal, meaning that someone monitors your account on an ongoing basis and answers customers directly with @ Tweets. A good example of a big company who uses this strategy is airline Jet Blue. An examination of their Twitter feed shows that almost everything they Tweet is a direct reply to a customer.
While responding to customers is better than not responding, beware of responses that seem cold or impersonal. Some companies try to keep customer service off Twitter by redirecting people who post questions or complaints to call their customer service number. You’re far more likely to engage customers – and keep them in the long run – if you embrace the idea that Twitter is an ideal platform to provide great customer service.