The use of social media, virtually anyone can complain to the company, its services or products. What does this mean for enterprises it is necessary to quickly manage customer complaints, so it does not escalate and damage brand reputation. This is especially applicable to Twitter as a real-time search function means that companies can track customer complaints and respond to them quickly.
Many companies now maintain their own Twitter page, in an effort to provide a new kind of customer service. Instead of the traditional customer service model, where consumers have access to and contact the company, the company is more proactive and actively seek opportunities to reduce customer complaints.
For example, U.S. telcom giant AT & T maintains Twitter channel (@ ATTCustomerCare), which has a dedicated team of customer care who spend their days monitoring AT & T brand and helps people with their questions. Their channel has more than 4,000 followers and acts as the headquarters of customer care issues ranging from information about the product for defective merchandise. The Twitter channel and centralises AT & T's online customer care and direct the individual customers (with their complaints) to the appropriate department "Twitter accounts. They have done it marked the department with @ replies. In this way, however, also means that the the company publicly acknowledged customer complaints and any accident can be seen in the world.
From a consumer perspective, Twitter helps eliminate some of the common frustrations that surround the customer care, including the need to call different departments and wait for the dreaded "Please hold the line." That said, because Twitter's real-time channels, customers can also have higher expectations for customer service. Once customers chirping their complaint and the company 'to admit it, customers expect a continuation or a solution within a timely manner. After all, the company has publicly acknowledged his complaint, which means that consumers expect companies to step up their customer service.
However, before you dive into the companies use Twitter for customer care and support, it is important to remember that the key (and most of social media ) is to listen. Companies such as Big Pond and their customer service team (@ BigPondTeam) spend most of their time listening to customers and proactively approach them. This means, however, respond when complaints and compliments are, because it shows that customers are heard and valued. By doing real-time search, companies can see what is being said about them and what kind of complaints people make. It helps to nip the bud of the issues can escalate. From the company perspective, Twitter is so useful for the service, not only because it is a preventive system, but because it also facilitates inovacija.Više considerate of your customers are, the more they know about customer needs and find new opportunities to improve services and products company.
It is, however, important to put Twitter in the context of the overall customer service. While it is helpful to understand how companies can use Twitter to respond to the 'snap bud' customer complaints, all customer service channels must be treated with equal consideration. Companies that focus their attention all on Twitter and social media might care more about the risk to their brand and reputation, but as a true service.
