{"id":3159,"date":"2017-03-21T16:23:00","date_gmt":"2023-10-18T16:23:37","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=3159"},"modified":"2023-10-18T17:35:50","modified_gmt":"2023-10-18T17:35:50","slug":"launch-twitter-account-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/launch-twitter-account-customer-service\/","title":{"rendered":"How to (Properly) Launch a Twitter Account for Customer Service"},"content":{"rendered":"\n<p>Your company must be prepared to interact with your customers on Twitter. Luckily, the 140-character platform has made it easy to have conversations with anyone who reaches out to your company. For example, you can have private conversations over direct message without the character count constraint. This means that when someone reaches out to your customer service team, you can quickly and easily respond with text, links, and photos to help them.<\/p>\n<p>Your reps also need to be able to keep tabs on overall sentiments on Twitter about your company. Using Advanced Search, you can find out how happy your customers are \u2014 you can even search using emojis.<\/p>\n<p>It\u2019s important to put the time and energy into your Twitter customer service, especially since companies that use the site as a social care channel can see a 19 per cent increase in customer satisfaction. Furthermore, businesses with a dedicated service handle see a 10-times-better response. With a better response comes higher customer satisfaction, and with the tips in the infographic below, you can improve your Twitter customer service.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/ca\/form\/blog\/crm-service-demos.jsp?d=7010M000002MONo\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/sales-cloud-cta.jpg?strip=all&#038;quality=95\" alt=\"Sales Cloud. Get real time access to the data you need to hit your sales targets with Forecasting in sales Cloud. Watch the demo.\"><\/img><\/a><\/p>\n<ul>\n<h2><b>How to (Properly) Launch a Twitter Account for Customer Service<\/b><\/h2>\n<h3><b>Customer Service Features on Twitter<\/b><\/h3>\n<li><b>Private Conversations over Direct Message<\/b>\n<ul>\n<li>About\n<ul>\n<li>Twitter lifted the <b>140-character <\/b>constraint<\/li>\n<li>Direct messages can be up to <b>10,000 characters<\/b><\/li>\n<li>Can contain <b>text, links, and photos<\/b><\/li>\n<li>Can be sent to or received by <b>anyone <\/b>(unless an account is blocked)\n<ul>\n<li>Under Privacy and Safety you can select \u201cReceive Direct Messages from anyone\u201d <\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Benefit\n<ul>\n<li>Customer service conversations often start in tweets and then transition to direct messages when personal information is required\n<ul>\n<li>Add a <b>deep link <\/b>to your Tweets that automatically displays a call to action button<\/li>\n<li>This allows customers to <b>easily send <\/b>a direct message<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><b>Unfiltered Customer Feedback<\/b>\n<ul>\n<li>About\n<ul>\n<li>Customers can share their opinions with your business after a service interaction<\/li>\n<li>Receive open-ended feedback from customers<\/li>\n<\/ul>\n<\/li>\n<li>Benefit\n<ul>\n<li>More quantifiable way to measure the effectiveness of your customer service<\/li>\n<li>Your business can use two industry standard question formats:\n<ul>\n<li><b>Net Promoter Score (NPS\u00ae) <\/b>\n<ul>\n<li><b>Measured <\/b>on a scale of 0-10<\/li>\n<li>Gauge the customer\u2019s opinion across\n<ul>\n<li>Channels<\/li>\n<li>Contact moments <\/li>\n<li>Experiences<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><b>Customer Satisfaction (CSAT)<\/b>\n<ul>\n<li><b>Measured <\/b>on a scale of very unsatisfied to very satisfied<\/li>\n<li><b>Allows <\/b>you to ask customer a variety of questions<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><b>Use sentiment filters<\/b>\n<ul>\n<li>About\n<ul>\n<li>Twitter search allows you to quickly see how happy (or un-happy) your customers are<\/li>\n<li>To include sentiment filters in your search:\n<ul>\n<li><b>Tick the relevant <\/b>box over on the Advanced Search page <\/li>\n<li><b>Or add a happy or un-happy emoticon <\/b>to the end of your search term\n<ul>\n<li><b>For example: <\/b>\u201ccompany name :(\u201d or \u201ccompany name :)\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li>Benefit\n<ul>\n<li>These tweets can offer great feedback and ideas <\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><b>Response templates<\/b>\n<ul>\n<li>About\n<ul>\n<li>Like email customer service, Twitter responses may be repetitive.<\/li>\n<li>Collect the most commonly needed information, answers, or associated feedback to quickly respond to customer service inquiries<\/li>\n<\/ul>\n<\/li>\n<li>Benefit\n<ul>\n<li>You can create this template within a Google spreadsheet<\/li>\n<li>Gives team fast access to responses that can be copied and pasted into Twitter or a social media monitoring tool<\/li>\n<li>Saves team time<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<li><b>Response time<\/b><\/li>\n<\/ul>\n<ul>\n<h3><b>Twitter Customer Service Tips<\/b><\/h3>\n<\/ul>\n<ul>\n<li><b>19%<\/b> increase in customer satisfaction for companies that use Twitter as a social care channel <\/li>\n<li>Have a dedicated Twitter handle for customer service\n<ul>\n<li>Companies with a dedicated handle get 10 times better response <\/li>\n<li>Handle should be different than your company\u2019s main Twitter account<\/li>\n<\/ul>\n<\/li>\n<li><b>81%<\/b> of consumers don\u2019t recommend a company if they don\u2019t receive an answer on Twitter<\/li>\n<li><b>53%<\/b> of consumers expect businesses to reply to their Tweets in less than an hour<\/li>\n<li>Keep responses short and friendly\n<ul>\n<li>Click the heart on a tweet to \u201clike\u201d it<\/li>\n<li>Use pictures, GIFs, or emojis<\/li>\n<\/ul>\n<\/li>\n<li>Retweet positive reviews to promote your business\n<ul>\n<li>Add a comment to the retweet to\n<ul>\n<li>Thank the customer <\/li>\n<li>Remind them: \u201cTweet us if you need anything else!\u201d<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>Use the customer\u2019s name, not just their Twitter handle<\/li>\n<h3><b>Step Up Your Service with Technology<\/b><\/h3>\n<li>Give your customer service team the right tools to create and manage cases via social media channels<\/li>\n<li>Service Cloud\u2019s social customer service tools let your team create, edit, and track performance on most social media platforms<\/li>\n<li>Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding\n<ul>\n<li>This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3><b>Conclusion<\/b><\/h3>\n<p>Twitter can be a huge asset when it comes to customer service. By putting in a little extra effort, you can impress customers and earn their loyalty.<\/p>\n<\/p>\n<p> <img decoding=\"async\" alt=\"\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/twitter-handle-03.jpg?strip=all&#038;quality=95\"><\/img> <\/p>\n<p><i>Ready to improve your customer satisfaction even more? Service Cloud is your proven solution.<\/i><\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/ca\/form\/blog\/crm-service-demos.jsp?d=7010M000002MONo\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/sales-cloud-cta.jpg?strip=all&#038;quality=95\" alt=\"Sales Cloud. Get real time access to the data you need to hit your sales targets with Forecasting in sales Cloud. Watch the demo.\"><\/img><\/a><\/p>\n<h3>Share &#8220;How to (Properly) Launch a Twitter Account for Customer Service&#8221; On Your Site<\/h3>\n<p><textarea>&lt;p&gt;&lt;strong&gt;Click To Enlarge&lt;\/strong&gt;&lt;br \/&gt;&lt;br \/&gt; &lt;a href=&#8221;https:\/\/www.salesforce.com\/ca\/blog\/2017\/03\/launch-twitter-account-customer-service.html&#8221; _rte_href=&#8221;https:\/\/www.salesforce.com\/ca\/blog\/2017\/03\/launch-twitter-account-customer-service.html&#8221; target=&#8221;_blank&#8221;&gt; &lt;img src=&#8221;https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/twitter-handle-03.jpg&#8221; _rte_src=&#8221;https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/twitter-handle-03.jpg&#8221; alt=&#8221;How to (Properly) Launch a Twitter Account for Customer Service&#8221; width=&#8221;600px&#8221; border=&#8221;0&#8243; \/&gt; &lt;\/a&gt; &lt;\/p&gt; &lt;p&gt;Via &lt;a 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satisfaction.<\/p>\n","protected":false},"author":1,"featured_media":3161,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[5],"sf_content_type":[],"coauthors":[2],"class_list":["post-3159","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-relationships"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to (Properly) Launch a Twitter Account for Customer Service - Salesforce<\/title>\n<meta name=\"description\" content=\"It\u2019s important to put the time and energy into your Twitter customer service, especially since companies that use the site as a social care channel can see a 19 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