Twitter 101 For Customer Service:


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A presentation on how to use Twitter for Customer Service and help build your brand online.

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Twitter 101 For Customer Service:

  1. 1. Twitter August 6, 2010 Hover, a service of Tucows Toronto, Ontario, Canada By: Duane Brown
  2. 2. Agenda What is Twitter ? Twitter Lingo How to use Twitter Real Live Demo Examples of CSR in action Twelpforce (Best Buy) Zappos CoffeeGroundz Recap of Presentation
  3. 3. What is Twitter The best analogy I can think of is that it's like CB radio, but for text messaging.
  4. 4. What is Twitter You basically answer the question: "What are you doing right now?" at different times throughout the day, and the messages that you send have to be short -- 140 characters or less.
  5. 5. What is Twitter Think about Twitter as a place to build relationships A communication platform for everyone Twitter is real time and 24/7. It’s like the Internet on steroids in 140 characters or less You can meet and connect with people half way around the world. These are usually people with a likeminded interest or view
  6. 6. Twitter Lingo Followers - when someone follows you on Twitter Tweet – when you send a 140 message out on Twitter
  7. 7. Twitter Lingo @UserName – the person you’re referring to DM or direct message – private message someone
  8. 8. Twitter Lingo RT or Retweet – when you share someone else content #Hashtag – helps categorize tweets Tweetup – an IRL meeting of people from Twitter Shortened URL – When a long URL is shortened.
  9. 9. How to use Twitter Public Time line Public VS Private Accounts Participate in conversations and share what you’re interested in or has our attention Help People and create value by creating dialog. Ask and answer questions our customers and community members are asking. Stick to the facts if something blows up online re: Tim Hortons
  10. 10. How to use Twitter Direct Messages Follow each first before you can DM someone Private channel Take public conversations offline
  11. 11. How to use Twitter Search & #Hashtag Allows you to search public tweets & identify people we can follow as well as issues related to our industry We might search: Hover/.com, Godaddy or “twit + night” or #Hover
  12. 12. How to use Twitter In the end be…. Human Helpful Interesting/Newsworthy Conversational AND always be listening to our customers for ideas, comments and suggestions
  13. 13. It’s demo time Lets hope this works…
  14. 14. Examples of CSR in action
  15. 15. Best Buy’s CSR Army Best Buy: Be relevant and share knowledge on- demand. Provided 19,500+ answers via 2,300+ employees Best Tweeting Practices: Stellar Customer Service Be a good listener, but do something with that information. People trust other people over "a brand". Be human. Make your resources easy to find, and interact.
  16. 16. Zappos Started using Twitter in early 2008. 400+ employees are on Twitter Stellar Customer Service Employees tweet about what they are doing at work and about interesting resources on and off the Zappos site. Be there for customers where ever that may be Focus on creating the "wow" experience for repeat customers Build Relationships: Not networking. Meeting interesting people.
  17. 17. CoffeeGroundz Started using Twitter after an angel investor suggested it. The owner, JR, had no idea what Twitter was Asked followers to "come into the store and ask for J.R.” Seized the opportunity to meet with each and every patron. E Halloween morning 2008, one of CoffeeGroundz's regular customers, Sean Stoner (@maslowbeer) requested to place a 'to-go' order for a breakfast wrap.
  18. 18. Recap of Presentation Help customers and share your knowledge Taking conversation offline by email or phone is ok Be where our customers are and listen first & foremost This is all happening real time!
  19. 19. The End Any questions?