A great example of how to look after your customers using Twitter comes from the First Great Western account @FGW.
Here are 7 ways that the @FGW account is benefiting rail travelers:
1. Answering customer questions and dealing with complaints such as this one:
@tim__napper Hi Tim. Sorry to hear that. What service are you referring to so I can investigate it for you?^John R
— First Great Western (@FGW) June 10, 2013
2. Providing prompt replies. For example, the intial response to the complaint above was within 2 minutes and an explanation followed 10 minutes after further information was obtained.
@tim__napper Thanks for that Tim. This was due to safety checks having to be carried out after a driver reported hearing a bump on the track
— First Great Western (@FGW) June 10, 2013
3. Regular Twitter chats where people can ask questions about travel to a specific event. For example this Tweet the Manager chat on 6 June about getting to and from the Glastonbury Festival via rail.
4. Regular competitions such as this one:
Fancy winning a four-star family break in Wiltshire? Enter your details here to be in with a chance – bit.ly/10Toglx
— First Great Western (@FGW) June 9, 2013
5. Generous operating times – the team man the account from 7.00am to 10.00pm every day including weekends.
6. Providing helpful information on possible delays:
Owing to signalling problems between Warminster and Salisbury Southampton bound lines are affected. Short notice delays of 5 mins expected
— First Great Western (@FGW) June 10, 2013
7. Regular inclusion of the name of the person tweeting at the end so customers know who they are dealing with. This could be improved with use of initials – to fit into the end of longer tweets – and the approach being extended to more tweets.
This is a very well staffed and managed account providing great customers service as well as engagement through competitions. It’s not surprising that it’s rewarded with nearly 50,000 followers and a very high Klout rating – a measure of Social Media influence – of 88.
If you have any examples of businesses (including your own) using Twitter to provide customers service or improve customer experience, please post them in the Comments below.