Should Brands have a separate Twitter Account for Customer Service or Customer Complaints
Twitter is the hub of customer complaints - it is the first social media channel people go to pose about a concern they have with a brand. Keeping this in mind, should brands have separate account for branded content and complaints
This video helps you understand if you brand needs a separate account on twitter and all the factors you need to consider
1. Type of brand - How important is customer service for your brand and how is this service delivered? Service brands like telecom, hotels etc typically do. What is the volume of mentions that your brand gets that are related to customer service plus what is the overall mentions volume?
2. Who manages ORM - Should you have a separate digital manager for ORM vs. Social Media – what is the benefit of synergy. Do you have the bandwidth to answer to queries?
3. Expectations of working hours
4. Setting up the account
5. Creating awareness internally about which handles to tag and why
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