Social media has given business many opportunities to engage with their customer. Back then, there are complaint cards or 1-800 phone calls. Then people put their complaints on newspaper, blogs, emails, etc. Now, business owners can get complaints from their customers via their twitter account. When you decided to make a twitter account for your business, you have several things to know.
You have to realize that social media isn’t a one way communication platforms so you can’t treat it like one. You need to monitor it frequently and stay active in the discussions. Don’t forget to look at your replies and direct messages. When you’re still hung up a complain phone call, the one who know it are you and your customer. But when you ignore their tweets, the world will know.
When you make wrong statement on social media or get a bad complaint via Twitter, don’t ignore it. Clarify it because we’re human and we are making mistakes. Remember that you are speaking under the name of the company so you have to act sincere.
People may have questions about your products. Don’t abandon them. They will be excited if you chat it up with them. Don’t take too much time to answer it because maybe they will have forget it.
