At least two-thirds of the adult American population has used Twitter as a means of reaching out to various companies. In some cases, the interaction is positive, or comes in the form of a recommendation to friends and followers. In other cases, these tweets are worded as complaints. In fact, nearly half of the adult population has shared negative reviews of products, services, or of a company’s customer service. The takeaway – monitoring your twitter feed is nothing short of essential.
Social Media Examiner has touched on this topic in various blog posts – suggesting that it is very important to have a plan in place before the customers have the opportunity to tweet to the brand.
This is a very public arena. Saying the wrong thing, or even saying the right thing in the wrong way, can cause a serious reputation disaster. It is easy to make a mistake in responding to social chatter, particularly when the tweets are attacking your brand, product, service, or customer interaction. But, setting aside emotion, to respond in a respectful, timely manner can give the person on the other end, and a much larger Twitter audience, a great impression of your customer relations.
In the same blog post, Social Media Examiner acknowledged the fact that the Twitter 140-character limit can make it difficult to say everything that you need to voice to your customers. The writer suggested using the reply feature, removing your Twitter handle (which automatically appears when you click reply on a tweet), and using this to continue your message to the consumer.
That may not be necessary any longer, however. Twitter has changed the rules, in a great way. The 140-character rule is still, technically, in effect, but, there is one major difference. There are certain aspects of tweets that will no longer apply to the 140-character count. For instance, when you hit reply, to the customer tweet about your brand, that person’s Twitter handle will automatically appear (@soandso). Before the rule change, that handle would have counted as characters, thereby further restricted the length of your return message. Now, that will no longer be the case. Additionally, you can include links, photos, gifs, and more without limiting your voice.
If there is a particular question that your customer has asked via Twitter, for instance, you can respond with 140 characters, for that person’s benefit and that of anyone else seeing the tweet, but also link to an informational page on your website. This will undoubtedly improve your ability to handle the brand-related chatter on Twitter.