Why would Microsoft’s X-box team be searching Twitter for swear words? Think about it – when you have a problem with a company’s product, what other words accompany the problem?!
If your target customers are Twitter users, you might consider doing this, too.
Here’s how Microsoft’s X-box team provides World Record customer support using Twitter:
How to Deliver Guinness Record–Style Support
- Respond to ALL @s
- Find and reply
- Deliver a personal connection
- Broadcast about incidents
The Tweet Fleet replies in the public stream to all tweets with @XboxSupport.
Identify what your audience is likely to tweet, and set up monitoring tools for those words and phrases. Reach out with a friendly note before they contact you – even if just to introduce yourself.
Twitter is a one-on-one, personal connection many customers crave. Keep them engaged with contests, news, articles and retweets from those in the Xbox community.
Use Twitter’s bulletin board–like format to alert followers about major service incidents – before they call.
Read the entire article from Social Media examiner:
How Microsoft Xbox Uses Twitter to Reduce Support Costs | Social Media Examiner.
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