The most effective ways to handle customer complaints on Twitter

Faith Ocampo Published on May 20, 2016

close-up-finger-tap-Twitter-icon

Twitter is just as important as your other customer service channels.

With of its convenience and instant availability, Twitter is now being used by customers to voice out brand-related concerns. Recent statistics show how this micro-blogging platform emerged as a core element of brands’ customer service.

  • According to Twitter, the number of tweets directed to leading brands has grown by 2.5 times.
  • B2C companies are responding to about 60% of tweets directed at them.
  • Compared with Facebook users, Twitter users are more likely to follow brands.
  • Customers use Twitter to learn about products and services (42%), express their opinions about brands (41%), and seek online customer service (19%).

However, brands on Twitter have to skirt around the limitations of this social platform that may hinder the quality of customer support. The 140-character rule certainly puts a strain on how they reply to customer complaints. They need to craft short replies that don’t leave out important details. In addition, as it’s a public space, everyone can see and judge how a brand engages with the audience in real time. There’s no room for mistakes, thus businesses have to be even more careful.
So although using Twitter for business can be extremely advantageous, having the right social strategy is even more crucial. Even if you originally intended to use it exclusively for social media marketing, you can’t prevent the onrush of customers who see it as an avenue for raising queries and other concerns.

Live by these pieces of advice to enhance your online customer service on Twitter.

1. Know when to move to email or voice.

The most common mistake of companies is that the people who review their feeds are often marketers and not customer service agents. But if you start looking at Twitter as an additional channel for your call center, handling complaints becomes more manageable. Some companies require their agents to create their own Twitter accounts, which they use to reach out to users who mention the brand.

hands-using-Twitter-on-smartphone-over-laptopAs the conversation starts, however, the tricky part is fitting in a very limited space the recommended solutions to customer complaints. When a complex issue is raised, agents must therefore be at liberty to transfer these interactions to a more appropriate channel, such as email or voice. This will free you from the constraints of 140 characters.

2. Respond with warmth.

Remember these:

•     You’re not just a brand. You’re a brand with personality.
•     Social networking sites are built to enhance personal connections.
•     Personalization is key in online customer service.

The fact that customers can voice out their concerns anytime in various platforms is a sign of empowerment. You’ll be working against this if you fail to respond proactively. Often, this happens when brands underestimate the role that social media plays in maintaining their branding. A complaint aired on Twitter is just as important as that raised via phone, and companies are burdened to show the public that they care for their customers. People will applaud you if you’re able to keep your brand’s personality intact as you engage with your community.

3. Speed matters.

One of the main reasons behind Twitter’s popularity is that it brings brands and customers together in real-time. When customers mention you or reply to your tweets, they expect an instant feedback, and those that get one are more satisfied.

hand-holding-smartphone-near-keyboard-alarm-clockIn a world that’s all about connections, brands that make a commitment to fast services are one step ahead of their competitors. It shows that they know what they’re doing and theyre willing to extend this expertise to their customers using the platforms they prefer.

4. Direct customers to an online forum.

Using Twitter’s 140 characters, you can direct customers to an online forum, where there’s a much bigger space dedicated to the issue they need addressed. But only do this if you’re sure that the forum would give them the solutions they’re looking for.

You can also share links to other social networking sites or blogs that contain the information they need. The idea is to maximize the use of your online resources to ensure that your customers are getting the best experience out of the products and services you offer. However, be aware of online security issues that may get in your way.

5. Ask for contact details through DM.

When using Twitter for business, remember that your goal is to build a more tightly-knit community with your target audience. One way to do this is to keep tabs on your customers, listen to their insights, and be prepared to reach out to them within and outside Twitter.

blond-female-office-worker-using-tablet

You can collect their contact details through direct messaging (DM). From here, you can build a customer database. This way, you’ll know how to reach your customers through other means, if necessary.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 21 hours ago
𝗧𝗲𝗮𝗺 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗿𝗼𝗹𝗹𝗲𝗱 𝘂𝗽 𝘁𝗵𝗲𝗶𝗿 𝘀𝗹𝗲𝗲𝘃𝗲𝘀 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗹𝗲𝗴 𝗼𝗳 𝙋𝙡𝙖𝙣𝙩 𝙞𝙩 𝙁𝙤𝙧𝙬𝙖𝙧𝙙, 𝗼𝘂𝗿 𝘁𝗿𝗲𝗲-𝗽𝗹𝗮𝗻𝘁𝗶𝗻𝗴 𝗶𝗻𝗶𝘁𝗶𝗮𝘁𝗶𝘃𝗲 𝗵𝗲𝗹𝗱 𝗶𝗻 𝗦𝗶𝗻𝗶𝗹𝗼𝗮𝗻, 𝗟𝗮𝗴𝘂𝗻𝗮 𝗼𝗻 𝗠𝗮𝘆 𝟭𝟬, 𝟮𝟬𝟮𝟱.

Held in partnership with non-profit Fostering Education & Environment for Development, Inc., volunteers from the call center's Makati office planted 200 indigenous forest trees in the UP Laguna-Quezon Land Grant–part of the Sierra Madre's 9,000+ hectare protected forest.

The initiative focused on targeted reforestation and biodiversity conservation within this crucial ecosystem.

𝘗𝘭𝘢𝘯𝘵 𝘪𝘵 𝘍𝘰𝘳𝘸𝘢𝘳𝘥 underscores Open Access BPO's commitment to corporate social responsibility. By actively engaging in green initiatives, the company demonstrates a tangible dedication to creating a positive impact on the environment and the local community.

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 22 hours ago
This May, the conversation around #MentalHealth awareness rightly shifts towards action.

At Open Access BPO, we're dedicated to fostering a culture where our employees' mental well-being is a priority, through our employee engagement activities, employee-centric policies, and healthcare initiatives: https://buff.ly/kBYj9xI

This commitment empowers our team and reinforces our belief in the importance of advocating for better support for all.

#WeSpeakYourLanguage
#OneForHealth #MentalHealthMonth
#MentalHealthAwarenessMonth
Open Access BPO 23 hours ago
#𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗼𝗳𝘁𝗲𝗻 𝘁𝗵𝗲 𝗳𝗶𝗿𝘀𝘁 𝗮𝗻𝗱 𝗹𝗮𝘀𝘁 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻 𝗮 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗵𝗮𝘀 𝘄𝗶𝘁𝗵 𝗮 𝗯𝗿𝗮𝗻𝗱.
It offers multiple opportunities to make a great impression and build lasting loyalty.

But even a single customer service blunder can quickly turn a positive #CustomerExperience sour.

There are more support failures that can may customers abandon your brand and check out your competition.

What you do to prevent them from happening is critical.
Start with a powerful #CustomerSupport strategy: https://buff.ly/xr3yMqT

----------
Let's give your consumers the #CustomerExperience they'll be talking about for years: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
Open Access BPO Yesterday
Expanding your #startup internationally can unlock a world of opportunities.
From market research to talent acquisition, #outsourcing can be a powerful tool to streamline your global expansion.

But how can you tell if your startup is truly ready to take on the world?
Before you take the leap, check out these essential signs of international expansion readiness: https://buff.ly/aEtrOFi

——————————
Ready to take the leap and expand your startup internationally?

Let Open Access BPO help you navigate the complexities of global expansion through our #BPO solutions: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#OutsourcingCX #CustomerSupport
Open Access BPO 4 days ago
Staying competitive often means finding smarter ways to operate and deliver great results.

For many global brands, that involves partnering with #outsourcing experts, and the Philippines is a go-to destination.

What's makes these outsourcing collaborations so impactful for a company's growth?

Learn why so many companies trust Philippine outsourcing companies to help them flourish and expand: https://buff.ly/UKynqaI

——————————
Just like many of the world's top brands, you can count on Open Access BPO to deliver excellent #CustomerExperience through our outsourcing services.

Ready to see how we can help your customer service shine? Get in touch: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 4 days ago
The global market demands more than language fluency—it requires secure multilingual #outsourcing for seamless, protected customer interactions.

But with stricter regulations and evolving cyber threats, businesses must rethink how they approach multilingual #CallCenter outsourcing.

Check out our latest blog to learn why security must never be an afterthought in global expansion: https://buff.ly/llPMlW1

——————————
Multilingual capabilities and #DataSecurity are two of Open Access BPO's best assets.

Our seamless operational processes and professional teams of experts fuse together #MultilingualSupport for over 30 languages with #DataProtection practices.

Learn more about what we can do for brands: https://buff.ly/mjNQZ9U

#WeSpeakYourLanguage
#MultilingualCallCenter#CustomerExperience
#MultilingualOutsourcing #CustomerService
#DataProtection