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Swift Customer Service on Twitter with Laurel McJannet

Get real-time updates on traffic, service delays, and more! Follow @MyCommTrans for timely responses, holiday service info, and original content. Tips for success included!

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Swift Customer Service on Twitter with Laurel McJannet

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Presentation Transcript

  1. Twitter:Customer Service in 140 Characters or Less Laurel McJannet Digital Content Specialist

  2. Who's using Social Media for Customer Service now?

  3. 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)

  4. @MyCommTrans • Set specific Twitter hours and stick to them, unless... • There is a tweet that conveys injury or accident

  5. 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)

  6. 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

  7. 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)

  8. Traffic Delays

  9. Snow Delays

  10. Holiday Service

  11. Customer Question

  12. Response to Tweets

  13. How Are We Doing?

  14. Answering "Why?"

  15. Pats on the Back

  16. Pats on the Back

  17. Advice

  18. Twitter: Be Genuine

  19. Really, Real-Time 

  20. Have Fun 

  21. 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.

  22. /communitytransit@MyCommTrans Laurel McJannet Digital Content Specialist laurel.mcjannet@commtrans.org @mrsmcj laurelmcjannet

  23. Thank you!Questions?

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