Great example of how Best Buy is using Twitter to deliver excellent customer support! The writeup appears on Marketingprofs.com and outlines the success of Best Buy’s Twitter-based customer support program which has agents available around-the-clock to answer technical questions from customers throughout Twitterverse. The support team uses the handle @TwelpForce and also runs a separate landing page that streams live questions and answers for anyone to see. This high level of transparency and technical assistance garners Best Buy a lot of credibility and can only enhance their brand in the marketplace. As I write this post, they have over 29,000 followers! Below is an excerpt from the article:
Twelpforce’s day-to-day operations demonstrate the know-how of Best Buy employees, and their customer-service expertise, right before tweeters’ eyes!
Here’s how Twelpforce gets it right:
- Its service is run by real employees—people to whom customers can relate.
- It operates 24/7, and no tech questions are off-limits.
- It’s approachable, even for those who don’t “get” Twitter. Twelpforce’s user page explains how to pose questions. It also links to Best Buy’s social-media policy.
- No waiting! Gone are the days of digging for phone numbers, navigating labyrinthine automated systems and waiting on hold to the tune of elevator music.
- Transparency. A Best Buy feed shows you what conversations are occuring in real time, giving a sense of how thorough respondents are and how long it takes to address questions.
- Dynamic FAQs. The aforementioned feed also lets you search for answers, provide feedback and ask questions directly. Basically, it’s an FAQ that changes and is updated as fast as technology can move!
Rajan is the founder and Editor-in-Chief of BIG Marketing for Small Business. He's an award-winning marketing strategist who is passionate about branding, digital marketing and social media. He spent nearly a decade as the marketing executive at global IT firm Peer 1 Hosting and was instrumental in their explosive growth.