Providing customer services to inquiries via Twitter definitely gives the nod from customers along with their willingness to spend more on what you sell.
According to the report from Social Times, key findings include:
- Customers who receive responses from their tweets towards businesses get on to spend more (3% to 20%) for items from the responsive brands.
- Customers who are responded promptly whenever they tweet businesses also are most likely to share those experiences both online and offline. Also, they are 30% more likely going to recommend those brands.
- Customer satisfaction also increased for queries that have been responded by businesses.
- Providing quick responses have also increased customers’ trust rating. According to the report, when airlines’ representative responses in less than six minutes, customers are willing to fly again with that airline and pay $20 more. Also in the telecommunications industry, when customers get a response in less than four minutes, they are willing to pay $17 more per month compared to $3.50 more when they experience a waiting time of more than twenty minutes.
Responding to Negative Tweets Pays More
There’s nothing to be afraid of when responding to negative tweets. In fact, brands who have responded to negative tweets have also earned favorability and even increased sales from the same disgruntled customers. The revenue potential from responsive businesses has also tripled whenever they are quick to respond to their clients’ queries.
An article from a blog on Twitter.com have also stated:
Consider prioritizing responses to negative Tweets over positive Tweets, but don’t ignore customer praise! Any response helps increase willingness to pay, so respond to every Tweet that you can. By responding quickly to negative Tweets, you can maximize your potential for impact.
Do you have any opinion in regards to having a customer service for your business on Twitter? Share your thoughts.