http://moeys.net

Customer Service on Twitter

January 5th, 2012

Let’s say, @CoffeeHouseAmman is the twitter ID of a new coffee house in Amman that wants to target coffee lovers in Jordan and try to bring them to come and test their coffee.

First practice to do is: monitoring
It is a simple task, by simply running 2 search enquiries on tweets, one of them searching for “coffee” and the other one searching for “coffee Amman”.

How to do that?
I’m assuming you are using Twitter.com, if so then you have to open twitter’s website on two tabs and do a search on both, one with the keywords “coffee Amman” and one with “coffee” Link for “coffee amman” / Link for “coffee”.

If you use Tweetdeck, you can easily add columns (link) and add 2 search columns, one searching for “coffee Amman” and the other searching for “coffee”.

Now what?
You need to start monitoring, for example you go a tweet like this:

While you’re monitoring, you should reply like this:

This kind of reply definitely builds a connection, and starts a conversation while some replies like this will kill your brand:

I hope this was simple & easy. Enjoy reading more soon!