Have you tried using Twitter and Vine for delivering customer service yet? Twitter achieves many roles for businesses, and one of the first that brands start with is customer service.
Yes we have seen businesses have an open conversation with customers on twitter many times, dealing with their complaints or answering questions. But was it ever creative?
What if customer service could be creative enough to make customers happy to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers?
The rise of Vine; the ‘six-second video app that is reinventing film’ and customer service.
On Twitter, customer service queries can take several Tweets to effectively answer. This question came Natwest Bank way fairly often.
“Trying to work out how to turn Natwest balance text alerts off; thanks for constantly reminding me there is £0.12 in my account”
Back came the answer using Vine.
— NatWest Help (@NatWest_Help) August 19, 2013
With 130 million smartphone downloads so far, it wasn’t going to be long before somebody came up with a creative use for customer service.
Here is another use. Twitter want to demonstrate the twitter feed re-design for sharing photos and the first frame of Vine videos that automatically display in users’ streams. According to Twitter – ‘So many of the great moments you share on Twitter are made even better with photos or with videos from Vine. These rich Tweets can bring your followers closer to what’s happening, and make them feel like they are right there with you.’
Picture this: More visual Tweets! https://t.co/C00reQvWTG
— Twitter Mobile (@twittermobile) October 29, 2013
However there’s the sizing factor – The full image only shows up when a user clicks on the preview as demonstrated. if Twitter thinks it adds engagement, then making the user do more work is in my view not a smart way forward.
Regardless of my thoughts. Have you tried Twitter and Vine for delivering customer service yet?
Give me, Ian Gentles, a call today to discuss how your business can win in the world of digital marketing. You don’t have to be based in Banbury or even Oxfordshire. Technology and digital marketing go hand-in-hand, so you can access my services from every corner of the globe.
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