Manage customer care

Identify and respond to customer service inquiries on Twitter and manage interactions at scale.
80%

of social customer care inquiries start on Twitter

$1

cost per resolution on Twitter vs. $3.75 on email and $6 in a call center

85%

of customers likely to recommend a brand to others after having a satisfactory interaction online with that brand

Challenge

Your customer has a voice, and they want to make sure it’s heard

  • It’s your job as a brand to not only listen, but actively work to provide the best possible experience for your customers as individuals. Data shows that customers stick by brands when they show that they’re not only receiving customer feedback, but they’re also following up in a timely manner with solutions that matter to the customer when the customer needs it most. 

  • Knowing how to understand your customers and their feedback, both positive and negative, is critical to instilling brand loyalty. That same feedback enables your product research and development teams to build a brand that people are excited to be a part of.

Strategy

Become the brand known for not just listening, but problem-solving too

  • Resolve issues in real-time: Twitter allows you to respond to your customers in real-time, giving them the answers they need, when they need them. Brands do this by leveraging the convenient & asynchronous exchange between brand & customer, combining both public & private messaging to reach resolution faster.
  • See more satisfied customers: Real-time customer service opportunities means more customers who feel heard. Over two-thirds of brand customers surveyed expressed a high degree of satisfaction with companies who use Twitter as a customer service tool. When you respond to customer feedback in real-time, you increase customer satisfaction in real-time as well.
  • Save on operational costs: While cost per resolution via traditional channels in a customer care call center is $6 or more on average, using Twitter as a customer service tool has decreased that cost to $1 per resolution for brands.
  • Make it personal: With Direct Messaging tools, you can build personalized conversations at scale by offering customers a Welcome Message as they initiate conversation, as well as Quick Replies and Customer Feedback Cards, giving you the ability to have the conversation your customer wants to have, when they want to have it.

Twitter, unlike anything else, afforded us an opportunity to honor our vision of hospitality, at any time around the globe.

Vanessa Sain-Dieguez, Hilton Hotels

Results

Drive more positive customer sentiment

Chick-Fil-A

Leading fast-food restaurant Chick-Fil-A used Twitter to roll-out the announcement of the launch of Smokehouse Sauce, a new BBQ sauce intended to replace the old recipe. Fans were not pleased: Through monitoring Twitter data, Chick-Fil-A saw that 72% of their followers harbored negative sentiment about the product switch. The data informed their next move: The fans wanted the old recipe. Using Twitter data allowed Chick-Fil-A to pivot quickly and reintroduce the original BBQ Sauce recipe that their fans love; the data showed a 92% positive fan sentiment upon the recipe’s return. Time was saved and better product decisions were made by leveraging Twitter data.

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