This is why having a powerful help desk software is a must for improving customer service response times. In the tweet, the customer was surprised that we work on a Sunday. In our digital era, today’s c ustomers expect instant service at any time. In the tweet above, our team provided a direct email to contact our Billing team for additional support. The important thing is to guide the customer in the right direction. Your social media team, or whoever is monitoring the channel, may have no idea how to answer. For example, a customer may ask a specific question regarding your premium plans. The worst thing you can do is ignore a customer’s question on social media. Chances are customers will look there first. Remember to add your customer service account to the main account. Wix opened their own Wix Help Twitter page devoted to answering customer support questions. Second, a dedicated customer service page lets you focus on customer complaints under one roof. First, it creates a division between your main channel which mainly promotes marketing efforts, customer stories, product updates etc. Having a separate channel or Twitter handle serves multiple purposes. Have a dedicated customer service account.
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