If you haven’t already heard, Twitter is a popular customer service channel. Across the world, customers are using Twitter to publicly voice their pleasure or frustrations with a brand. It provides a make or break opportunity for brands. Responding to tweets, whether good or bad, will almost never do any harm and ideally restore or build the customer relationship. Failing to respond is like not answering the phone. It only leaves the customer more frustrated and the customer relationship more tarnished.
Today’s infographic shows 5 things you may not know about consumers on Twitter. For one, they don’t care when your customer support team in manning the Twitter lines.
They’ll tweet you at 3AM, with many expecting a quick response. And in some cases, they won’t even tweet to your account. They’ll mention your name, but stop short of @ mentioning you.
Investing in a good social media monitoring tool is integral to your Twitter and social strategy. You’ll have all your mentions and activity in one place to keep you organized and on top of all your mentions.