In a world of instant communication, direct messages on Twitter have become the most frequently used channel for customers to ask questions and demand a solution to their problem. In the last few years, Twitter has effectively replaced other forms of customer support, such as phone calls or sending emails.
Why? Because direct messages receive faster answer – from companies that have their social media marketing well structured and ready to respond at any time. But direct messages on Twitter are also a useful tool for businesses, as well.
What Is Special about Direct Messages on Twitter?
One of the specific characteristics of Twitter is that users are not limited to one single account. As long as you use a different email address every time you crate a new handle, you can have as many Twitter accounts as you want.
At the same time, the Twitter interface facilitates switching between accounts by tapping/clicking on your profile icon at the top of the menu (on the mobile app) or at the bottom of the menu (on the desktop version).
Thus, your direct messages on Twitter can be neatly ordered by purpose (customer support, lead generation, general purpose messages, etc.) by assigning a specific handle to each of them.
Why Should You Focus on Direct Messages on Twitter?
Just as brands are expected to answer quickly on Twitter, consumers are also more likely to open and respond to notifications from this social media platform. This is a sort of “Twitter etiquette” that does not apply to other socialising networks like Instagram or Facebook.
As companies fight to capture and maintain their customers’ attention and most of the conversation takes place online, direct messages on Twitter are your best ally. Here are a few smart ways to take advantage of this communication channel:
1. Promote Your Flash Sales
Flash sales are very attractive for consumers. First of all, they are excited by the idea of scarcity – move fast and take advantage. Secondly, flash sales usually offer special discounts or other incentives and people feel that they’ve really got a good deal.
If you want to add an extra level of scarcity to your flash sales, promote them via direct messages on Twitter. Each of your followers will feel like the message is addressed especially to them.
2. Solve Sensitive Customer Issues Privately
Many clients will send you a tweet when they have a problem with an order or the product they purchased. In some cases, you can close the issue with another public tweet. In fact, posting a public reply is highly recommended to show all your followers that you care about your clients.
However, in some cases you need to dig deeper in the issue and ask the client to provide you with sensitive personal data, such as the email address or phone number used to place the order. In this case, you must contact that client by direct message on Twitter and assure them that their data will be handled with care and confidentiality.
3. Use Chatbots to Be Available 24/7
If you don’t want to invest in many chatbots, you should at least have one for the Twitter handle dealing with customer support. This is the only way you can really be there for your clients via direct messages on Twitter.
They may want an answer in the evening, during the weekend or holidays. While you and your employees are away, the chatbot will be up and running, ready to answer all questions promptly.
4. Ask For Testimonials
On various occasions, people use Twitter to boast about a new product that is really what they were expecting and more. In this case, you should not hesitate to contact the respective user via direct message to ask them to leave a review on your website and/or your Google My Business profile. Make sure you provide the client with the exact links they need to click on to reach the comment sections where they can write the reviews.
5. Connect with Thought Leaders
Building authority online is a must for small and medium sized businesses. One the things you can do in this respect is to reach out to industry leaders and ask them to provide feedback on your content, or share their opinion on an issue you raised in a blog post.
Quoting them in your articles and then sharing these articles on Twitter is also a good way to make your introduction and establish rapport with the respective leaders.