Customer Service On Twitter – How To Make It Fast & Effective

Are you looking for ways to make your customer service on Twitter faster and more effective for your business? If so, there are a few key things you can do to make sure your clients are getting the help they need. Have you ever been frustrated with a service or a product and tweeted about it?

Years ago I lost my internet service the other week and was left on hold and told to go online for it – really? A little hard to do without an internet connection. (Thank goodness for my Droid) I was able to get someone on the phone after being on hold and they had to call me back on my cell which I missed as the volume was low.

Then, I tweeted from my Droid, and within seconds I had someone who responded and the problems were fixed in minutes.Β NOW that is great Customer Service on Twitter by businesses.

customer service on Twitter
Learn to make great customer service on Twitter for your clients.

The Service On Twitter Examples

I saved some examples back in 2013 when I was amazed at the speed of customer service I had received on Twitter while using social media.

More Great Examples

As you can see below I had other shopping issues and they too were resolved via Twitter rather quickly. It is so much easier than searching for a number and being on hold for hours. The customer experience on Twitter was quicker and resolved easily.

However, it is even slower to send an email and await a reply which can take up to 24 hours or even more. Who has time for that today, especially when you need your coffee or creating images with Canva?

What does this mean to you as a small business owner? Β You better be ready to reply to tweets and provide customer service the Twitter Way! Β Since you can’t be online 24/7 – You do need to sleep too.

Thankfully there are some ways to achieve this great customer service on theΒ  Twitter social media network. (You could also apply these tips to other social media networks for customer service.)

Here Are 6 Tips To Improve Customer Service On Twitter:

1. Set Up Notifications

Have notifications either on your mobile phone or sent to an email you use frequently. Wherever you spend the most time is where your notifications should go to.

That way you can respond quickly to any questions or concerns. The faster you can reply, the happier your customers will be.

Twitter notifications
Set up your Twitter notifications so you can respond quickly to customers’ requests.

2. Make a Dedicated Customer Account For Servicing

Make sure you have a dedicated customer service account. This will ensure that your customer service team can quickly and easily respond to questions and concerns.

Furthermore, they may be able to build up communications with your clients.

Use your brand Twitter handle for this and assign someone in charge of it.

3. Listen to Brand Mentions

Use a tool like Brand24 that will automatically let you know when your brand is mentioned on Twitter. Tools like that will help you respond quickly before your customers even ask for your help.

You could incorporate hashtags into your listening tool to monitor those for your brand as well as your brand name on various social media channels.

listen on Twitter
Learn to listen on Twitter so you can respond to clients and prospective customers.

However, you can also use the listening tools like this to check on your competitors as well on the social network. If they are not receiving the care they need you could connect with them on Twitter.

Not only that but you may find influencers in your niche to build your brand on social media.

Tools like that will help you respond quickly before your customers even ask for your help. #listeningtools Share on X

4. Hire Someone or Build a Team

If your business has grown and you can hire someone to monitor your social channels by all means do it. Β Having a team in place to monitor 24/7 is a great way for a business to respond quickly on any brand’s social media channel.

You would need at least 3 people to be available 24 hours a day to monitor your account. (They could be on-call as you may not receive anything for a day at a time.)

5. Learn When To Go Offline to Complete

As you saw in the example above with the coffee maker, they gave me a phone number to complete the actions needed. Other times I have received a phone call from a business to finish the conversation vs. direct messages on the Twitter network.

customer service of Twitter to the phoner
Go from Twitter to the phone call to build your customer relationships.

Using this method of customer service on Twitter, you strengthen your relationships with your clients and beef up your marketing strategy.

6. Build Twitter Lists

Once you have received these inquiries on the Twitter social network, start to build a Twitter list to keep track of your target audience. Twitter lists are a great way to stay organized on the social network.

Not only that but you can look at that Twitter feed vs. your home feed to stay more focused on what your customers are doing on this social network.

Your Turn

Have you used Twitter or other social media sites to resolve issues with a company? Since 2013 I have also had great success with airlines and other businesses with customer service on Twitter.

It has always been a faster and much more effective method than trying to reach brands endlessly via email or a phone call.

And if you have used Twitter for customer service – did you find great customer service on Twitter with other brands? Are you using it for your brand today? I’d love to hear more about it in the comments below.

how to tweet and thrive
Get Your Copy On Amazon!
Lisa Sicard
  • Sarah Arrow says:

    No internet! I feel your pain… I went three weeks without it in November. I only survived as I caught the flu and didn’t have the energy to get online and rant about it! Like you I was using my android for letting people know and basic communications. I think it was at that moment I realised how much of my life was outsourced to social media!

    Anyways, great to see you’ve recieved great customer service on Twitter, it’s really heartwarming to see there are customers that are looked after online.

    • Lisa says:

      Hi Sarah, oh my, I cannnot image 3 weeks Sarah. I go 3 hours and don’t like it one bit. I guess the timing of the flu was good for you then πŸ™‚ That is scary to think that. I try to stay off social media for the most part on Sundays to do other things. I don’t always accomplish it but for many hours I do. Yes, I do love when that happens on Tiwtter with companies. The good have outweighed the bad for me there. I hope you have a great rest of your day Sarah and a new week ahead.

  • Susan Neal says:

    Hi Lisa,

    I seem to remember a while back I had a problem with my theme and with a plugin, which were both resolved quickly by requesting help via Twitter. I made sure I sent “thank you” tweets to those concerned – I think that’s really important, too, to use Twitter to acknowledge a company when they give you good service.

    Hope you’ve had a good Christmas and that your Mum’s continuing to improve – all the best for 2014 – I hope it’s a good one for you πŸ™‚

    • Lisa says:

      Hi Sue, oh yes I’ve gotten help that way via other bloggers too – good point! And thank you’s are very important there over on Twitter. So far so good Susan, she has another test scheduled later this week. Thank you and I hope you have a wonderful New Year yourself! Hard to believe it’s almost here.

  • Praveen Rajarao says: really had some good experience with those customer service reps over twitter. It is nice to know they do respond so quickly and try and resolve your issues or just answer your questions.

    Yes, as bloggers, we should also come up to speed like them to respond to any comments or questions by our readers. It is nice of you to give this as an example and act as a wake up call to all of us.

    Good read.

    • Lisa says:

      Hi Praveen, yes. I love when that happens. I’ve tweeted a few others who didn’t respond too. Disappointing! That was my point for small businesses and bloggers to be able to respond in a timely manner. It can really make a difference. Thanks for your commenting and have yourself a great 2014!

  • Josh May says:

    Hi Lisa,

    That’s honestly pretty funny that they would suggest for you to use the internet to search for how to fix your internet connection. Obviously they weren’t really thinking haha

    In the end though, it’s really cool that you can get questions answered from companies nowadays on Twitter.

    And I noticed you were tweeting Keurig! I actually just got a Keurig that uses the vue packs for Christmas and it’s pretty sweet.

    Hope that you are doing well, and that you had a great Christmas!

    • Lisa says:

      Isn’t it Josh? I thought so too. Welcome to Inspire to Thrive. I love using Twitter like that as long as I can remain positive. I love my Keurig!! But I’m going thru packs like crazy – I saw some at a lower price yesterday at Trader Joe’s. I do have to clean mine now that’s it has been a few weeks. It is so easy to use. I did and I hope you enjoyed your Christmas and have a wonderful New Year! Hope to see you around here more in the coming year.

  • Ryan Biddulph says:

    Wow Lisa! Looks like some companies are learning their lesson fast. We should be responsive too. Someone sent me a Facebook Other Folder message explaining that the link to a recorded call on my website was pointing toward a dead call. Good to know! I read the email within minutes and pulled the link. I check both FB and twitter every 2-4 hours on most days for this reason. Great share!

    • Lisa says:

      Hi Ryan, yes, some companies are getting it. I’m sure they are so that are still not but I hoped that blogging about it would shed some light on it for those that don’t and to help bloggers along the way as well. Oh yes, that would be good to know. And it’s great when things are really wrong for them to message you vs telling you in the stream etc. Thanks for coming by Ryan, hope you are enjoying the weekend and have a wonderful New Year coming up!

  • Siraj Wahid says:

    Hey Lisa,

    It’s great to here that you got help from a social networking site. Nowadays the influence of social networks is increasing and it’s better for every organization to provide a 24/7 customer care service on social networks as it can boost up their reputation.

    I haven’t got this kind of help from social networks and i prefer emails normally .

    Thanks for sharing your experience.

    Happy New Year!


    • Lisa says:

      Hi Siraj, it sure will help companies if they do that. I’ve had 2 that haven’t responded over the past year. An airlines and a recent one early today for my son, a musical instrument company which I thought for sure would be now. Emails are becoming snail mail with the speed of Twitter πŸ™‚ You are welcome and I appreciate you coming by and taking the time to comment. Have a great weekend and a Happy New Year too!

  • Customer Service The Twitter Way at The Speed o... says:

    […] Have you reached customer service the Twitter way? It can be quicker than an old telephone call. It's amazing when companies respond on Twitter quickly.  […]

  • Jens P. Berget says:

    Hi Lisa,

    I have never used Twitter to resolve any issues with a business. It would be interesting to try it in Norway, because I don’t believe that many businesses are using Twitter active like you’ve experienced. Great examples though, and I would love for it to work like that. It’s very easy to get online on Twitter with your mobile phone and get the issues fixed.

    – Jens

    • Lisa says:

      Hi Jens, I love using it. I did again this morning for a company my son ordered online on last night – no response yet in an hour. Will see if they respond today πŸ™‚ Love to know if it would work in Norway for you as well Jens. Thanks for coming by and have a wonderful weekend there.

  • Nitesh Sharma says:

    Hi Lisa,
    What a superb way to use social media by a business or a blogger.One thing is certain that everybody should be on their toes to provide better customer services or for beating the competition.It is good that the future belong to the companies who provide better & fast services to the end consumers.Thanks

    • Lisa says:

      Hi Nitesh, yes it sure is. I love being able to be on both sides of the fence on that one. I’ve only had one company that I can remember that did not respond, an airlines and I was so surprised and disappointed in it. There are so many tools they can use now, it’s almost crazy not to. Thanks for coming by and taking the time to comment. I hope you have a wonderful weekend ahead.

  • Ray says:

    You know I sometimes wonder how companies and even individuals know when someone is asking for help, having trouble, complaining or what have you on Twitter. It seems like some are pretty good and very prompt, while others not so much. They must employ people to just watch and answer social media or something.

    I haven’t really done much asking, but the few times that I have I would say about half the time I get a reply, and half the time I don’t. I am not usually expecting that much so if I do get a reply or additional help it is like an added bonus for me.

    • Lisa says:

      Hi Ray, nice to see you back here. Oh yes people and use of good tools can monitor social media very well. I’m amazed when I get such quick responses like I did with these companies. I had to give them a little plug about it and share how it was donee for others to learn from. Once I did not get a reply from an airlines and was so disappointed in them. I still fly with them but wish they could have answered a question quickly via Twitter instead of my having to search their website for almost 30 minutes to find it. Thanks for coming by and have a wonderful weekend ahead Ray.

  • Akaahan Terungwa says:

    Hello Lisa,

    No company enjoys bad publicity….when you go the twitter way, they’re simply afraid that if your case is not handled to satisfaction, your friends and other onlookers may become very reluctant doing business with them and that would be a great loss!

    However, Twitter is not the only tool for getting such fast results. I use the FB Fanpage to great effects too! No company would enjoy having a query hanging where all visitors can easily see it! Sadly, your call or email is largely private so they can afford to treat it with all the laziness in the world…

    But not social media!

    Have a great celebration!


    • Lisa says:

      Hi Akaahan, true, thought sometimes it can be turned around in a big way. I’ve heard of others using FB fan pages too, I haven’t done that route yet. Something I will try next time to compare the two. Might make for another post πŸ™‚ Thanks for your input on this one and for taking the time to comment. I hope you have a wonderful weekend and New Year ahead!

      • Akaahan Terungwa says:

        You should give FB a try…I’ll be glad to read your comparison of the two! However, my bet is that FB would surely prove a faster tool!


  • Hi Lisa,

    I love Twitter. πŸ™‚ I’ve never experienced the responses you got and never thought about asking for help, but I can see how this can be a great thing!

    I think you’re right and it will be a wave for the future and a pretty awesome one if responses are instant. Love the idea.

    Hope you had a great and wonderful Christmas. Keep sharing these valuable tidbits. I found this information extremely useful. I’m going to go check things out as I am a Twitter user for sure.

    Thanks so much. Have a Happy New Year! See you soon.


    • Lisa says:

      Hi Barbara, me too! That is why it’s important to have notifications on for tweets to you or your brand. I don’t always keep the messages one on but the tweets to you are very important to be aware of. I did have a nice holiday – thank you. I hope you did as well. You are welcome and hope to see you back in Twitterland soon Barbara. I hope you have a super 2014 around the corner.

  • Hi Lisa,

    Sometimes we don’t have any phone service specially when they our payment late in the mail, I think Twitter can be a great substitute for your business. I’m not much of a twitter person, I only come here once a day. But I really should think more about this. Anyway, thank you for sharing us your experience. I found this very invaluable.


    • P.S. Lisa, I just wanna say that the Social Sharing Buttons on Google+ and Facebook doesn’t work on my tablet neither on my iPhone whenever I try to share your post. I’m not sure if you have many readers using iPhone or tablet…if not too many then don’t worry about it. But I thought I’d tell you this. Coz I can’t seem to share anything using my tablet or iphone. However, the only ones that works are the Buffer and Twitter. But Buffer DO NOT have Google+ and that’s mainly what I use to share posts and then it gets reshared from G+. Anyway, just to let you know.

      • Lisa says:

        Thanks Angela for letting me know. I’m double checking as I have Androids and they work with them. Maybe it is something with Apple products. I’ll keep you posted. I really appreciate you letting me know πŸ™‚

    • Lisa says:

      Hi Angela, oh do you use mobile even when you are home? I always have my phone nearby and can hear if notifications go off. (Except when I turn in for the night, I shut them off). It’s a great way to be in touch and keep up if you can. I find Twitter to be the best of all the social networks right now. I do remember not to put all my eggs in their basket though. Thanks for coming by Angela and for your input. Have a great weekend ahead.

      • Yes, I always use mobile when I’m at home. It’s beside me by my bed all the time. I think I have turned on my notifications one time on Twitter and EVERY single one who tweets there goes on my iphone and just cannot bear the sound of tweet every single minute. *LOL* Anyway, it’s been awhile I should be able to turn on notifications only to those I want to HEAR and not every single people in the world. πŸ™‚


        • Lisa says:

          LOL – Just like me Angela, it’s my clock, flashlight if I need, etc. I turn mine off, those tweets would keep me up all night. I must remember in am to turn them on, I’ve missed a few calls early am because of that. I hope you are enjoying your weekend Angela!

  • Jeevan Jacob John says:

    Hey Lisa,

    I have used Twitter for customer service (as a customer), and it is amazing (much more faster than emailing the customer support).

    I would love to use it in the future, when I start offering writing services (of course, I am also planning to find potential readers, by searching for ‘questions’ and so forth).

    Anyways, thank you for sharing your experience, Lisa πŸ™‚ Glad to hear that your problems were solved immediately. Hope you have a great Christmas!

    • Lisa says:

      Hi Jeevan, glad to see I’m not the only one around here using it for that as well. Oh yes, that would be good. I use it on my retail site and got many orders from Twitter. People would tweet out questions about products and before you knew it placed an order. Others we found what they wanted, added it to the site instantly and got the order too. Much better than the big place FB. I hope you have a wonderful Christmas too Jeevan, thanks!

  • Ellen M. Gregg says:

    Seriously awesome, Lisa! I love that you got what you needed in each case – and perhaps more. Twitter can be the bomb-diggity! πŸ™‚

    • Lisa says:

      Thanks Ellen, I sure do love how things work there on Twitter. I once did not get an answer from an airlines though, I was disappointed in that. Thank you for coming by and I hope you have a peaceful holiday – I am so sorry to hear of your losses recently.

  • Mayura says:

    Hi Lisa,

    Your incident made me smile though πŸ˜‰ Not because of the very incident, but due to a previous memory. A friend lost Internet service once and he called customer care. They responded saying “Can you send our engineer an email stating the issue and relevant details?”. My friend replied “Once you fixed my Internet connection” πŸ˜€ lol…

    Back to the post: Now that’s simply awesome. Isn’t it? I’ve heard a lot about contacting businesses via Facebook. Yeah, few Twitter scenarios too πŸ™‚

    I love when businesses do interact on social media rather than sharing their news all over. Not only Twitter, but we can extend the presence and reach to few others too. Isn’t it? Yet it can be time consuming though. May be, as you mentioned, need of another person to handle all the social media activities?

    I believe smartphone can be very handy on this scenario Lisa πŸ™‚ Email notifications are vital and yet we don’t wanna log in everyday as the app sends us the notifications as and when they happen. Isn’t it? πŸ™‚ I always loved how notifications work in mobile.

    As a blogger, thankfully, Support section saves me from requests coming from different social platforms eventhough I received some questions via Facebook and Twitter :mrgreen:

    Now it’s party time! Wishin’ you and your family a Very Merry Christmas Lisa πŸ™‚


    • Lisa says:

      Hi Mayura, glad to have made you smile my friend πŸ™‚ That is too funny asking for an email when they had no internet service – LOL. I’m sure they have teams in place to monitor – especially the larger companies. I love those notifications – I just got another Droid replacement and have to manage the different sounds. I don’t like having a lot of sounds coming from my mobile phone. Thanks for the wishes Mayura, just had dinner with my son and tomorrow visit with the whole family. You have your own festival this time of the year, right? I hope you enjoy!

      • Mayura says:

        That’s wonderful Lisa πŸ™‚ Didn’t know you were hanging out with your son. Hope you will have a lovely day with your family around too πŸ™‚

        Ah… NO! No festivals for us in these days dear. They are fall in April, plus we have a religious holidays in every month πŸ˜‰ Mind you, still we have X’mas with my Christian friends :mrgreen: So, festive indeed! Gosh… Still a lot to digest πŸ˜‰ Need some?

        Don’t eat or tweet too much Lisa πŸ˜€ Sharing is caring, especially when it comes to food though πŸ˜‰

        Just have FUN!


        • Lisa says:

          Hi Mayura, oh yes my youngest who lives with me, he works 6 days a week so don’t see him a lot, It was nice. Thank you. You do have a lot of celebrations there, nice! I didn’t tweet much at all yesterday, have to get there next. I’m still eating cookies, hard for me to refuse those. Thanks Mayura and have a great day ahead there.

  • Peter Kanayo says:

    Lisa twitter is an excellent way to get companies to respond to you fast. The reason being that when a company ignores your call there is no easy evidence for you to show they ignored it.

    This is not however the same with twitter. This is because on twitter your followers also have the opportunity to view your tweets. Since, an unreplied tweet kind of shows low customer service company are so fast in doing service to your complaints via twitter in-order to protect their brand image

    • Lisa says:

      Hi Peter, it sure is. That is true, excellent point! I did have that experience once with an airlines, they never responded to a simple question 24 hours before my flight. I had to call. It’s too bad because I really like that airlines. I should do a post on what not to do in the future πŸ™‚ Thanks for your input and for coming by Peter, I hope you have a wonderul day and holiday!

  • Itender Rawat says:

    Seems like your issues are similar to mine, in India we also face lot of internet connection issues and we still use the same ISP provider because all are same.

    Next I must say you’ve got great support from twitter which I must consider trying!

    • Lisa says:

      Hi Itender, welcome to Inspire to Thrive. Oh yes, but not too often here luckily. Twitter is great for customer service as long as one is polite about it. I only once did not get a response and it was a from an airlines. Let me know how you make out next time you need to try that route via India. Thanks for your input and have a great day.

  • Tim Bonner says:

    Hi Lisa

    I’ve not used Twitter for customer service before in the UK, that I can remember.

    Like Ashley mentions, it doesn’t happen so much in Europe.

    The only person I’ve ever really tweeted about a problem outside the US was when I had a problem with CommentLuv and Andy picked my Tweet up instantly and sorted out the problem!

    Perfect customer service.

    I know when I was setting up my internet service, their documentation referred me to a website for further instructions. Huh? How can I do that if I haven’t connected yet?

    It makes me laugh but I guess with mobile phones it does make things a little easier.

    Have a very Merry Christmas and a Happy New Year Lisa!


    • Lisa says:

      Hi Tim, It may be more prelevant in the United States. Andy is awesome like that, gotta love it! Yes, luckily my mobile did get me through. I’m getting a replacement one today, they don’t make phones like they used to, always brake, it’s working but I see things happening that means it may not for long. Good thing I have insurance on that Droid. I hope you have a wonderul holiday with the family Tim, love to pics of the kids! Thanks for all your input and shares this year πŸ™‚

  • Philip Verghese 'Ariel' says:

    Hi Lisa,
    Yet another valuable information from your page.
    Fixing problems via twitter!
    Indeed a great idea!
    As noticed from the other page twitter can do
    a multiple service to its members, though I am
    an account holder since its inception i never
    thought of such a service via twitter.
    Keep informed. πŸ™‚
    Have a Happy and wonderful Holiday ahead. πŸ™‚

  • Ashley says:

    Hi Lisa
    A story you would not see in Europe I think. We are miles behind here. But from what I read in Scott Stratten’s Unmarketing, it is happening a lot in the US and if the companies are not watching Twitter then they are missing out of issues or discussions with their customers! Your examples here are a great demonstration of that.
    Waiting on the phone for help always sucks I find. All that music and we are currently busy please hold! pffff
    Glad there are some new methods coming along. I will have to see if there is anyone in Switzerland using Twitter like this yet
    Have a great xmas

    • Lisa says:

      Really Ashley? Interesting. Yes, the holding can be brutual. I love how these compapnies responded via Twitter. It’s an easy way to connect and get issues or questions answered. Love to know what you find out from Switzerland with Twitter. Thanks for your input Ashley and Merry Christmas!

  • Nate Leung says:

    Hi Lisa,

    First off, I can feel your pain for not having internet. I was experiencing this a few months ago and it made me realize that I can’t live without the internet! I’m truly amazed that you can reach out on twitter can get some awesome customer service! That is amazing! Wow! Looks like you had an awesome experience!

    • Lisa says:

      Hi Nate, I sure did have some awesome experiences this month via Twitter with companies. I did have one bad one a few months ago when I tweeted an airline a question 24 hours before my flight. They never responded. I was so disappointed! Maybe I should share this post with them πŸ™‚ Thanks for coming by Nate and have a wonderful holiday.

  • Adrienne says:

    My internet service does the same damn thing to me too Lisa. Their message while you’re holding tells you to go online. You know there are some people who don’t have internet or data connection on their phones like my Mom. That is NOT the answer to everything and it’s annoying as hell.

    I think I might have to try that the next time I’m stuck on hold or they don’e help me and see if they respond at all. They might surprise me but I’m not going to hold my breath.

    I think you’re just a much bigger Twitterer then me because that’s the last thing I think of, duh! I’m so use to calling when I have an issue and very seldom deal with it online because I want to talk to a human being and get my problem resolved. Old school thinking, I know!

    Well 2014 is a new year and I can try different things right! Thanks for sharing that and glad it all worked out for you.

    Merry Christmas Lisa and have a Very Happy New Year.


    • Lisa says:

      Adrienne, I wonder why they still do it when people must complain about it often. It is so weird. Maybe they will read this and listen to us go on about it. You are hanging on to some old school thinking my friend, but with your iPhone you may let it go in the coming year. I can see you using it more often for things like that. I just love Twitter Adrienne, it is a source of info in so many ways. Whether it’s the weather, news, deals, friends, business, etc. it’s my #1 source. I could just live happily on Twitter but I know how things change and we can’t keep all our eggs in one basket so I do use the other social channels. You are welcome and love to see you use it in the future when you have an issue. I hope you have a Merry Christmas and a better New Year, you deserve it after this year Adrienne.

  • Corina Ramos says:

    Aye the last thing a blogger needs is no internet connection. I would have been climbing the walls.

    And talk about quick customer service to resolve your issues…I think that’s awesome and proves why they are great companies in the first place.

    I haven’t had to go to Twitter for any issues but I know the power of a Tweet now and won’t hesitate to go there if I ever need to.

    I just added a Social Media Assistant to help me out an hour a day. I’m hoping to get her on full time later in 2014. It’s good to have another pair of eyes watching our social media accounts and be there if our customers need us.

    Great post Lisa and 3/3 is awesome! Happy Monday!

    • Lisa says:

      Thanks Corina, I was almost climbing the walls here but not for long thanks to Twitter and those companies that use it to the max. I didn’t even tweet Cox directly, I just commented and they were listening, that is awesome! That’s awesome Corina, do they monitor all of your social media or just certain ones? You may have to do a post on that for me soon. You got me very curious. I can’t believe Monday flew by and it’s almost Christmas. I hope you have a Merry Christmas and a great 2014 Corina. Catch you back in Twitterland.

  • Khaja Moin says:

    No I never used Twitter for resolving any issue. But FB was used more. Anyway I think Twitter can be best for customer service than FB, as deviations are less on Twitter.

    And customers come to point without just blah..blah…as they don’t have much characters to write.


    • Lisa says:

      Hi Khaja, interesting point you make abou the differences between FB and Twitter with the amount of characters. People sure can get sidetracked on Facebook, maybe that’s why I love Twitter so much, it’s more direct, short and to the point, like me πŸ™‚ Thanks for your input on this one and have a great holiday Khaja.

  • Hi Lisa,

    Wow, that’s impressive and that was great how fast you’ve got offers to help.

    It really makes me laugh that they’d tell you to go online while you have no internet. Right out of a comic book type situation πŸ™‚

    I know I have to get better at Twitter, even though I’ve improved as I used to be down right bad before. I’m getting better.

    Thank you for sharing this and have a wonderful Holidays!

    • Lisa says:

      Hi Sylviane, yes I was happy about that. I wonder why they still do that – directing people online? They must get complaints about that often. Twitter is still my Fav after almost 4 years being active online. I always tell people, “you have to know the people on Facebook first but with Twitter you meet people and make relationships there, business or friendships.” It’s a great way to keep up on news and topics in your niche with use of lists too. I could go on and on πŸ™‚ You are welcome and have a wonderful holiday Sylviane.

  • Barry Wells says:

    Hi Lisa,

    I hope your mom is making a great recovery and that you’re all getting ready for a great Christmas.

    What an excellent way of reaching customer services. I’d never have thought of this for a quicker response but as you’ve demonstrated it really does work.

    I’ve had a few times this year where I’ve had issues and had to wait for the customer support to catch up, it’s infuriating isn’t it…. Just recently I had an issue that took 9 days to resolve and I reckon most of that time was waiting on customer support to return to me ARRRGGGGG!

    You’re right about keeping on top of Twitter. I have notifications sent to me phone so I can see them ASAP.

    Great tips Lisa, thanks.

    Have a very Merry Christmas and a Happy, Prosperous, New Year.

    All the best,

    • Lisa says:

      Thank you Barry, well she is home and doing okay, some days better than others. 9 days? Really? I’d have been a tweeting away on that one πŸ™‚ Me too with the phone Barry. It’s the only one that makes a noise for notifications. Sometimes I do have to lower it or turn off the volume and just see the notifications. You are welcome. I hope you enjoy your Christmas with the new grandchild and have a wonderful 2014 with your new business and at home too! I hope to see some more pictures of the little one soon πŸ™‚

  • Bren says:

    Very awesome Lisa! I’ve done it a few times and have had minimal responses, especially within my own state. Delaware still seems to be in the dark ages with social media, at least the mid to lower half of the state. This is pretty awesome though, as long as someone is manning their twitter. I prefer to email or tweet than sit on a dang phone. I truly hate phone calls.

    Thanks for sharing this. Very helpful!

    • Lisa says:

      Hi Bren, I did have a disappointing experience once with an airlines. I wanted info before flight, like 24 hours prior and they never responded. I was disappointed. But these that you see here are stars of customer service via Twitter, I love when that happens! I’m with you about hanging on the phone. You are welcome. Merry Christmas Bren, I can’t believe it’s a day away already.

  • Emmanuel says:

    In as much as my comment is likely to be marked as spam as I intend deviating from the subject matter because I am writing you this comment just to wish you a merry Christmas and a Happy New Year.

    Do have a great week Madam Lisa.

    • Lisa says:

      Hi Emmanuel, well I know you now, so you are not spam πŸ™‚ Thank you very much and I hope you have a wonderful Christmas and a Happy New Year as well. Here’s to 2014!

  • Ashish says:

    Hello Lisa,

    Never tried any customer service using twitter or any other online service. But I think I’ve used facebook fan page to resolve my mobile phone issue from their customer service. You’ve mentioned great tips to get awesome customer service using the twitter way.


    • Lisa says:

      Hi Ashish, funny, I never thought about using Facebook for it. It’s too clunky for me but Twitter on the other hand is awesome and most brands respond quickly. I did have one airlines not respond at all once on a question I tweeted out. That was disappointing. You are welcome and have a great day and Happy Holidays.

  • Vineet Saxena says:

    Hi Lisa,
    Its sure is really saddening to wait for the service provider to provide you with proper service and care. Using Twitter is a new and convenient idea to handle customers and cater to their requests.
    Twitter is one place where most of the world connects. Twitter can handle the customer requests in a quick,efficient and not so expensive way giving a better experience to the users.
    Thanks for suggesting this innovative idea. I appreciate it.

    • Lisa says:

      Hi Vineet, it can be but Twitter sure made it easy. I like how quickly they responded to me. And I didn’t tweet them at first as you can see – I was just talking about Cox and they picked right up on it. You are welcome and I hope it helps you in the future if you ever need. Thanks for coming by today Vineet. Have a great day and Happy Holidays.

  • Hi Lisa,

    I can well imagine how it feels like with no Internet connection because I have problem off and on too. But I didn’t use Twitter to resolve issues with a company as you mentioned. I guess it worked out pretty well for you. Yes, otherwise one is careful to reply to all the tweets and mentions, but this surely is something new learnt.

    Thanks for sharing. Have a nice week ahead, and Happy Holidays πŸ™‚

    • Lisa says:

      Hi Harleena, it sure is frustrating but doesn’t have around here that often. I love using Twitter for that as long as one remains polite πŸ™‚ I’m sure you would be Harleena! Yes,that’s why I wrote about it to show bloggers and small business the power of customer service via Twitter. I hope you have a great week and holiday there Harleena. Thanks for taking the time to stop by here as well!

  • >
    Scroll to Top