On Twitter as a Potential Tool for Great Customer Service

Two weeks ago, on a rainy night in Amsterdam, I decided to order in via UberEats.

Something went wrong with my order and I wanted to reach out to them.

The first place I went: social media.

I’m not the only one. 67 percent of consumers in the U.S. already turn to social media for customer support.

But they won’t go to Instagram. Or Snapchat.

They’ll go to Twitter.

Twitter? Are people still on there?


But when you look at recent headlines, it seems Twitter isn’t doing so great.

“Twitter is in danger of becoming the Bing of social media.”

“Twitter shares plummet as revenue growth nearly slows to a halt.”

In early 2015, Forbes even wrote: “Will Twitter be dead in three years?”

So far, it’s still here.

And the reason is simple: Twitter doesn’t have any competition.

LinkedIn, Facebook, Snapchat, Instagram, Twitter – we talk about the big social media platforms like they’re all part of the same bracket: social media.

But they’re not. They all play a different role in our lives.

Now, when Instagram copied Snapchat and Instagram Stories came out, it was the toughest competition Snapchat could have gotten.

Out of a sudden, there was a platform with a huge existing user base that allowed its users to do exactly what people were doing on Snapchat.

One-on-one competition.

Twitter doesn’t have that type of competition.

While many social platforms are closed (just chatter between you and your friends), Twitter is open.

Twitter allows you to connect with your customers (and your customer with you) in a way that no other platform can.

A brief question from your customer. A quick reply from the company.

Companies that use Twitter as a social customer service channel see a 19% increase in customer satisfaction.

But be aware: Twitter as a customer service channel can provide you with great results, but don’t turn your back on it. According to one study, responding to a complaint increases customer advocacy by as much as 25%. Ignoring it, on the other hand, decreases customer advocacy by as much as 50%.

There’s a lot you can say about Uber(Eats) but their social customer service is on point.


Inspiration and Insights

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Inspiration and Insights

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