More and more customers turn 1st to Twitter for customer service help. See actual examples of what leading companies are doing right and wrong. Learn how to do it better for your customers and leads.

1. Customer Service
On Twitter
Examples of good, bad &
ugly service replies to a
Tweet for help

2. A Twitter Experiment
In early 2015 a Frank Reactions
intern sent a help request to 104
companies on Twitter
▫ All of them sold online
▫ All had Twitter accounts

3. The Tweet said:
Then we waited for replies
“Hi, I have a question
about returns for
you.”

4. 36% Did NOT Reply
•We waited 16 days, and then
sent another Tweet
“Hi. I sent you a
question and
haven’t heard
back yet.”

5. Only 7 More Replied
•Those 7 probably do care about
customer service, but have
underlying process and/or
staffing problems.
•So they either did not notice the
first tweet or it slipped through
the cracks.

6. Pretty Good Reply
• Good: Used a personal greeting
• Good: Gave a way to contact them
directly
• Good: Thanked the tweeter

7. Better If…
• Try to answer in Twitter if that’s
how they reached out to you.
• Many people under age 30 dislike
using email.

8. Mixed Reply
• Good: Greeted her by name
• Bad: Odds are the customer
already checked the website.
• Good: At least they linked to the
exact page.

9. But wait, there’s more
Right after, they tweeted this
• Good: Offers free way to get help
• Good: Thanks her
• Bad: If she started online, she
probably doesn’t want to use
the phone

10. Needs Improvement
• Good: They reference her question (returns)
• Improvement: Should have used the
tweeter’s name – would have seemed
friendlier.
• Bad: This was a response to the 2nd tweet, so
they should have apologized for the
late reply.

11. Pretty Good
• Good: Seemed friendly and happy to
help
• Improvement: Greet the Tweeter by
name, and provide yours

12. Fail
• Good: Tried to sound friendly
• Bad: Assumed she wanted a different
store. MM.com is not an active site.
The maplemusicrecordings.com website
has a store. Why did they assume she
wasn’t asking about their store?

13. Fail
• Good: Used staffer’s name to try to
sound friendlier
• Bad: Just gave a link to their website.
Odds are the questioner has already
visited and been unable to find the
answer
• Bad: Sounds bureaucratic

14. Needs Improvement
• Good: Greets her by name
• Good: Links directly to the returns
information
• Bad: She may well have already
been there. Find out what her
question is, and answer her.

15. Good Recovery
This was a response to the 2nd tweet.
Good: Apologizes for the delay and sounds
sincere
Good: Asks for more info about her
question

16. But Don’t Blame The
Customer!
This tweet came right after the other one.
• Bad: Implies they actually had seen the 1st
tweet, but ignored it because she hadn’t
said exactly what her question was.

17. Very Good Recovery
They missed the 1st tweet, but …
• Good: Greeted her by name
• Good: Apologised for the late reply
• Good: Asked how they can help now
• Good: Thanked her

18. Learn More
• Get the full report at
http://bit.ly/cstwitter2015
• Listen to the Frank Reactions podcast
▫ On iTunes http://bit.ly/FRitunes
▫ On Stitcher http://bit.ly/FRstitcher
• Contact Tema (rhymes with Emma)
▫ Toll-free 1-866-544-9262
▫ Email tema@frankreactions.com
▫ Twitter @temafrank