Twitter and Customer Service – Great Scope Unleashed !

Clients of web hosting companies must have come across several issues over the years. Issues can crop up when it is a hard drive failure, servers going down, loss of email, awful customer service or a host of several other woes. Even some of the hosting relationships that kicked off on a good note have been ruined by awful customer service.

One of the most effective ways to provide the most excellent customer service is through the use of Twitter - this is the secret behind Hostgator’s effective customer service.

When an unavoidable power failure occurs; there may be other issues that can prevent a web hosting company’s backup generator to supply power to the office. This can certainly impact the ability of the hosting company to offer support to its client online and even via phones. Therefore, instead of curling up in a ball and go into hiding as a result of the technical hitch, your hosting company can take advantage of Twitter to keep clients updated on the situation at hand and also to interact with them.

Hosting services such as HostGator has been enjoying Twitter to keep their customers informed of such technical issues and they also use Twitter to keep constant touch with their clients even when there are no technical glitches. Best of all, you can use mobile devices such as Blackberry phone to update your web hosting company’s Twitter feed. Of course, this is certainly an excellent customer service!

The tweet to inform customers of the technical issues could be easily and quickly sent from ‘Twitterberry’ – Blackberry Twitter application. The clients can quickly retweet the tweet and add their own comments. Our case study web hosting company (HostGator) continuously kept their clients posted on Twitter at all times they experienced technical hitches. This they did, with relevant messages such as ‘unable to answer phones’ – when encountered with such an issue - and stayed in touch until the issue was resolved. Eventually, they also posted a message to that effect in this manner ‘power is restored, technical issues resolved’.

Indeed, this is a very clever way to use Twitter. A company having a large customer base should not fail to follow this smart move. Create a Twitter account and extend invitation to your customers to follow the account. Subsequently, use Twitter to keep your customer base updated during challenging scenarios as well as every other time.

Twitter is a great and effective customer service technique that can help you stay in tune with your customers needs when there are technical issues and also at all times like informing them of changing company policies, website maintenance updates, special offers, upcoming invoices, seasonal greetings etc. Of course, your customers will be grateful to you and most importantly, will get used to the comfort of being updated with relevant information on time!