{"id":76537,"date":"2014-12-08T06:09:33","date_gmt":"2014-12-08T11:09:33","guid":{"rendered":"https:\/\/www.practicalecommerce.com\/?p=76537"},"modified":"2022-07-22T13:17:01","modified_gmt":"2022-07-22T17:17:01","slug":"10-Brands-Using-Twitter-for-Customer-Service","status":"publish","type":"post","link":"https:\/\/www.practicalecommerce.com\/10-Brands-Using-Twitter-for-Customer-Service","title":{"rendered":"10 Brands Using Twitter for Customer Service"},"content":{"rendered":"

In addition to social media marketing, Twitter offers companies an easy way to expand their customer service efforts. Twitter provides shoppers with a simple and immediate tool to get help from a brand. Twitter also provides companies with a good way to find out what consumers want.<\/p>\n

Here is a list of brands using Twitter for customer service. Each of these Twitter feeds has strengths. While some are more familiar and even fun in tone, others focus on providing solutions for their customers.<\/p>\n

Xbox Support<\/a><\/h3>\n
\"Xbox<\/a>

Xbox Support on Twitter.<\/p><\/div>\n

@XboxSupport<\/a> holds the Guinness World Record for most responsive account, having responded to over 5,000 questions in one week with an average response time of 2 minutes 42 seconds. Operators end their tweets with their initials, and their names are listed on the dedicated-support Twitter page.<\/p>\n

—<\/p>\n

UPS Customer Support<\/a><\/h3>\n
\"UPS<\/a>

UPS Customer Support on Twitter.<\/p><\/div>\n

@UPSHelp<\/a> is the official UPS customer support feed on Twitter. It\u2019s staffed seven days a week. Each tweet ends with the initials of customer support representatives, and the names of the customer support team are listed on the conversation page. This is a good feed to follow if you\u2019re curious to see a high volume of anxious customers, particularly during the holidays.<\/p>\n

—<\/p>\n

JetBlue Airways<\/a><\/h3>\n
\"JetBlue<\/a>

JetBlue Airways on Twitter.<\/p><\/div>\n

@JetBlue<\/a> combines friendly customer service with fun travel content, such as its #FlyingItForward<\/a> initiative to provide fliers with tickets to spread goodwill. Its customer conversations are warm, but, more importantly, they seek to get travelers where they\u2019re going. @JetBlue has nearly 2 million followers.<\/p>\n

—<\/p>\n

Nike Support<\/a><\/h3>\n
\"Nike<\/a>

Nike Support on Twitter.<\/p><\/div>\n

@NikeSupport<\/a> is a dedicated support feed, in addition to the regular @Nike<\/a> feed on Twitter. @NikeSupport is about athletes helping athletes, seven days a week. This feed is a good example of how brands need to provide new levels of support as their products and customers become more technological. The conversations are not just about shoes \u2014 they\u2019re about athletes needing support with sophisticated devices to monitor and enhance extreme athletic performance.<\/p>\n

—<\/p>\n

ComcastCares<\/a><\/h3>\n
\"ComcastCares<\/a>

ComcastCares on Twitter.<\/p><\/div>\n

@ComcastCares<\/a> is the support feed for Comcast\u2019s XFINITY TV, Internet, and home media services. It offers daily support from 9 a.m. to 1 a.m. EST. Despite its promotional tweets, many conversations involve upset customers with service problems. To instill customers with more accessibility and accountability, support representatives have their own Twitter pages, such as @ComcastWill<\/a> and @ComcastCamille.<\/p>\n

—<\/p>\n

Amazon Help<\/a><\/h3>\n
\"@AmazonHelp<\/a>

@AmazonHelp engaging a customer with service options.<\/p><\/div>\n

@AmazonHelp<\/a> answers Amazon support questions seven days a week. Surprisingly, it doesn\u2019t have a huge number of followers (71K), but it\u2019s another good place to see a high volume of conversations between merchant representatives and anxious customers. In the above conversation, the representative does a good job of engaging the customer with the right service options, helping to convert an annoyed customer into a relieved one.<\/p>\n

—<\/p>\n

Zappos.com<\/a><\/h3>\n
\"Zappos.com<\/a>

Zappos.com on Twitter.<\/p><\/div>\n

@Zappos_Service<\/a> is the dedicated support feed for Zappos.com, which also has a standard @Zappos <\/a>feed. Staffed 24\/7, @Zappos_Service provides a uniquely hands-on and personable voice, tweeting when a support rep’s shift starts and ends, similar to the programming of radio DJs. In the above example, Matt\u2019s signing on, and he\u2019ll be there if we need him. Questions have timely responses, and support reps make full use of Zappos.com’s quirky reputation.<\/p>\n

—<\/p>\n

AskTarget<\/a><\/h3>\n
\"Ask<\/a>

AskTarget on Twitter.<\/p><\/div>\n

@AskTarget<\/a> is the dedicated support feed for guest service questions at Target. The retail giant also has a general @Target<\/a> handle. @AskTarget has a relatively small number of followers, and a large number of conversations are about problematic experiences at its store. However, the support feed deftly handles complaints, feedback, and requests for help. It actively solicits comments on store locations to improve its customer experience.<\/p>\n

—<\/p>\n

Tesco<\/a><\/h3>\n
\"Tesco<\/a>

Tesco on Twitter.<\/p><\/div>\n

@Tesco<\/a> is the feed for Tesco, the U.K. grocery giant and one of the world\u2019s largest retailers. However, the friendly and helpful support representatives create a much more personal experience. Its representatives go out of their way to resolve issues and provide practical help for customers, rather than forwarding problems on to other service departments.<\/p>\n

—<\/p>\n

Lululemon<\/a><\/h3>\n
\"Lululemon<\/a>

Lululemon turns a shipping error into an opportunity on Twitter.<\/p><\/div>\n

@Lululemon<\/a>, the Twitter handle for Lululemon, the athletic apparel company, may not handle the volume of customer issues as the others, but a recent snafu demonstrates the power of social media. In the above conversation, Angelo Lagdameo mistakenly received 19 running torques. Instead of returning the items, Lululemon had him gives them to friends, turning the error into a found promotion for its #NationalYogaDay campaign.<\/p>\n

—<\/p>\n","protected":false},"excerpt":{"rendered":"

In addition to social media marketing, Twitter offers companies an easy way to expand their customer service efforts. Twitter provides shoppers with a simple and immediate tool to get help … <\/p>\n","protected":false},"author":79,"featured_media":76543,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_wp_rev_ctl_limit":""},"categories":[58312],"tags":[],"class_list":["post-76537","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-service",""],"acf":[],"yoast_head":"\n10 Brands Using Twitter for Customer Service - Practical Ecommerce<\/title>\n<meta name=\"description\" content=\"In addition to social media marketing, Twitter offers companies an easy way to expand their customer service efforts. 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