Twitter: Customer Service in 140 Characters or Less

Feb 11, 2013

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Twitter: Customer Service in 140 Characters or Less. Laurel McJannet Digital Content Specialist. Who's using Social Media for Customer Service now?. What We Tweet. Real-time happenings: Traffic reports (Dispatch, Traffic reporters, Riders) Service delays, stop/road closures

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Twitter: Customer Service in 140 Characters or Less

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Twitter:Customer Service in 140 Characters or Less Laurel McJannet Digital Content Specialist
Who's using Social Media for Customer Service now?

What We Tweet • Real-time happenings: • Traffic reports (Dispatch, Traffic reporters, Riders) • Service delays, stop/road closures • Timely Responses: • Direct Messages and tweets from customers • Links to other content: • Holiday Service & Service Changes • News Releases • Original Content (#TBT, Blog, website)
@MyCommTrans • Set specific Twitter hours and stick to them, unless... • There is a tweet that conveys injury or accident
Twitter Handles • @MyCommTrans: Agency Twitter account shared by Communications & Marketing • @Curbit_CT: Curb the Congestion Program owned by TDM Staff • @MyCommTransBUS: Customer Service (Late Spring)
More Twitter! Changes are coming: • Customer Services Staff to use Twitter • New Twitter handle devoted to bus service • Tweets focused on real-time rider alerts, traffic affecting service, responding to customers • Training • Launch in Late Spring
Twitter Tools We Use • Twitter (Desktop & Mobile) • Buffer • Hootsuite (free mobile) • Tweetdeck • Audiense (Formerly SocialBro) for best times to tweet • Commun.it (Twitter Analytics, automation)

Traffic Delays
Snow Delays
Holiday Service
Customer Question
Response to Tweets
How Are We Doing?
Answering "Why?"

Pats on the Back
Pats on the Back
Advice
Twitter: Be Genuine
Really, Real-Time
Have Fun
Tips for Success • Work with your Customer Services Staff. • Build a network of Subject Matter Experts (SMEs). • Follow organizations & agencies who tweet well. • Practice—you will get better over time. • Build in efficiencies: abbreviations, phrases for consistency. • Try new things. Emojiis, GIFs, video clips.See what your audience likes; don't over do. • It's okay to have fun.
/communitytransit@MyCommTrans Laurel McJannet Digital Content Specialist laurel.mcjannet@commtrans.org @mrsmcj laurelmcjannet
Thank you!Questions?

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