Twitter boosts sales but complaints get in
the way of your sales – here’s the solution.
Using twitter for business works.
It is not debatable any more. Using twitter for business works.
And using it to sell directly works even better. Large blue chip
companies like Dell have reported huge sales through this
It’s not a surprise that many more are
jumping on the band wagon… but are they
driving it properly? Few people are still
ignoring twitter but how many are actually
generating more and more sales each
So what is the secret? The truth is that the
strategy is no different to that of any other
social medium. Find what your audience is
interested in and engage them through
interesting posts, coupons, competitions
and information shared. Simple enough
The solution is to separate
But how many of these marketing twitter channels turn into the reverse. Practically all of
them. Many Twitter accounts become flooded with customer service queries and
This provides an opportunity to interact with existing customers, showing them that you
listen and care, however it also turns off any prospective clients you may have had the
opportunity to win over due to the negative words and lack of clarity.
So even if you’re proving that you care and resolve all your customers’ complaints, they’re
still not going to find the clear path to understanding and buying your products or
The solution is quite simple – separate your customer care from your marketing efforts.
Call centre agents and online marketing executives have very different training and
specialisations and therefore one certainly cannot replace the other. This is where Dell’s
They have at least 3 twitter channels @Dell
– which addresses the interests and
engagement of prospective customers by
segmenting the market, @DellServices
which focuses on a different sales segment
selling Dell services and finally they have a
third channel called @DellCares.
It’s all in the name, if you’re a prospective
client knowing that they dedicate a whole
channel to their support will definitely be a
plus and give a good impression.
Marketing VS customer support
It will also allow you to direct people to one channel when purchasing from you making
them feel like you’re easy to reach and are willing to support them. This may even help
you close a percentage of your sales. The biggest plus is that this leaves marketing to
get on with marketing allowing support and complaints to be directed away from the
main marketing channels in order to not interfere with the lead nurturing process built
into the marketing strategy.
So boost your sales by getting the right people to
manage your marketing, and give us a call we’ll
make sure your support channel is top notch.
email us on: firstname.lastname@example.org
Call us on: +356 2364 4000