Tweeting and posting status updates about your brand is great, but what happens when your customers Tweet at you? Whether its positive feedback or a bug report, you should be responding to your customer's @replies and mentions on social media.
Responding to customer compliments and complaints assures your customers that their voices are heard and that they're Tweeting at a real person. In turn, this helps you build long-lasting relationships with your customers and increase overall engagement on your social media channels.
In this article, we'll show you four brands that do a great job of responding to their customer's social media mentions. Use these examples as inspiration for responding to your own customer replies.
Thank You's Go a Long Way: United Airlines
Pardon the late response, J.R. We understand your frustrations in regards to the delay you experienced today, and we're glad to see our crew was able to help make it a bit more bearable. Thank you for sharing the above picture with us. ^KL— United Airlines (@united) February 26, 2018
Airlines have it tough on social media: more often than not, their @replies are full of complaints about delays or onboard service. However, even in a sea of complaints, United Airlines manages to pull customer replies off beautifully.
The airline consistently replies to both positive and negative feedback with unique "thank you" notes. In the case of negative feedback (see Tweet above), United reassures customers that their complaints are taken seriously and thanks them for sharing their opinions. This gives the customer a sense of closure on the issue at hand.
Keeping It Light with GIFs: Sticker Mule
GIFs are a quick and easy way to reply to positive customer feedback. In the case of Sticker Mule, it helps the company upkeep a playful brand image while ensuring its customers that their voices are heard and appreciated.
Showcase Your Customer's Work: Adobe Spark
Adobe Spark is notorious for Tweeting its customer's work. This is a win-win practice for both Adobe and its customers; Adobe showcases what can be made with its software, and its customer's work is promoted to a huge new audience.
Make 'em Laugh: Wendy's
On a scale of 1-10? 47— Wendy's (@Wendys) February 24, 2018
Wendy's is known for its humorous Tweets, and its replies to customers are no different. The fast food chain frequently replies to positive feedback and playful insults with a joke or sarcastic-yet-lighthearted comeback. This encourages customers to engage with their Tweets and gives the brand a friendly corporate image—something important for an underdog fast food chain.
Do note that Wendy's doesn't always reply with humor. When a customer Tweets them with a complaint about food quality or service issues, they respond with the utmost respect and professionalism. Make sure your brand does this too if deciding to take the humor route.
Keep on responding!
And there you have it: four brands that have mastered the art of customer @replies. Keep these Twitter accounts in mind next time a customer Tweets your brand, whether it's positive feedback or a complaint.
Want to grow your brand's Twitter audience? Check out these tips and tricks.