There’s an old saying that the customer is always right. While that might be up for debate, there is no denying the value in listening to what your customers have to say.
One of the best ways to keep track of conversations about your business is using Twitter. If you already use Twitter to post valuable content and engage with customers regularly, congratulations! You’re doing a great job.
The bad news is this might not be enough. If you have more than 1,000 customers, it can be nearly impossible to keep track of everything being said about your business. That is where social media management tools like Hootsuite and TweetDeck come in handy.
If you’re wondering how the heck to use these tools to monitor conversations about your business on Twitter, check out the Do’s and Don’ts of social media management tools like Hootsuite.
DO Search for Key Terms
Hootsuite and TweetDeck allow you to search for tweets containing specific words or phrases. For example, if your business sells pizza, you might conduct a search for pepperoni, deep dish, and thin crust. You should also think about keeping an eye on what your competitors are doing on social media by searching for terms like cheeseburgers or tacos (sorry if I’m making you hungry).
The beauty of this feature is that it allows you to jump in on conversations that you otherwise would not have been notified of, thereby increasing awareness of your brand and enabling you to see the entire conversation about your business, rather than just what people choose to tag you in.
DO Be Timely
Show your customers that you care about what they are saying by joining conversations as soon as possible to maximize engagement. Just think about your own life. If someone started a conversation with you, would you wait a few days to respond? No, and the same applies to Twitter.
DO Create Lists
Lists on Twitter enable you to segment your audience based on their interests and conversations. For example, if you have a diverse product line, you may want to create a list for each product and then categorize customers that tweet a lot about a particular product or maybe even categorize customers based on geographical location.
The luxury of these lists is that they allow you to see tweets only from the people you have added to each list, giving you yet another way to monitor and engage with customers talking about your business.
DON’T Automate Responses
Please, do not give the same generic response to each customer, inviting them to visit a “Contact Us” form. This defeats the whole purpose of using tools like Hootsuite and TweetDeck. Set aside some time throughout the day when you can check Twitter and provide timely, helpful feedback to customers and engage with them by following the conversation about your business.
DON’T Become Hostile
Being able to see a larger conversation about your business through searches on Hootsuite is great, but sometimes people choose not to tag you in a tweet for the simple fact that they intend to say something negative about you and are afraid of you seeing it.
If you encounter criticism, address it head on so that customers can see you are both engaging and realistic. You will make mistakes, but honestly acknowledging those shortcomings and fixing the situation is a great way to demonstrate excellent customer service you want to be known for.
DON’T Be Inconsistent
Twitter doesn’t lend itself well to procrastination. Conversations take place in real-time, which means you need to be prepared to listen to what your customers are saying all the time. The workday might end at five, but you can be sure the conversation on Twitter won’t.
Now this doesn’t mean that Twitter has to control your life. Develop a schedule of when to check Twitter and for how long. Then stick to it! Experiment by monitoring conversations about your business at varying times of the day to see when most of your customers are active. You should also use tools like Twitter Analytics or Tweriod to see what tweets you send draw the biggest engagement and when your followers are most active on Twitter.
If you’re interested in learning more about ways in which to improve you ability to listen to customers beyond social media management tools like Hootsuite and TweetDeck, check out 3 Quick Ways to Improve Your Listening for Content Marketing Success from Don Stanley, owner of 3Rhino Media, a digital marketing consultancy. You won’t be disappointed.