Twitter has fundamentally changed the way that customer service interactions take place. For years, consumer concerns often went unheard or were swept under the rug to protect a company’s overall image.
The increased role of social media within product marketing has however, now given buyers in the marketplace much more power to leverage over businesses, promoting consumers from being backseat drivers to co-pilots of their reputation.
Simply said, even one negative tweet could potentially damage a company’s public persona and could require major damage control.
As a business owner, you might find yourself in a negative customer-tweet situation at some point. Although daunting, with the correct monitoring tools, you can stop the criticism and respond to your customers in a timely manner. In addition to responding to your audience, these tools can also help increase brand loyalty and improve your company’s image.
Here are four interactive tools you can use for customer service purposes on Twitter: