Integrating Twitter and the community

Integrating Twitter and the community

by heatherataylor on ‎06-10-2010 11:24 - last edited on ‎31-10-2014 18:24 by handy giff-staffer zobia22

Just as Vincent said in his blog post yesterday, it's important to engage a community where they like to be as they won't necessarily come to you. And just as some people go to Facebook first for help, others go to Twitter.
 
The use of Twitter as a customer support channel is increasing as people's expectations surrounding customer service is changing. Today, 70% of customers would like twitter as an official customer service channel compared to only 25% six months ago*.

 
One of the best examples, I think, of customer service on twitter is Twelpforce. This was set up by Best Buy to allow their thousands of employees to answer queries through one channel on twitter. We're not resourced like Best Buy, but as giffgaff is a mobile network run by you, our force comes from our community.

 

So following our intergration with Facebook yesterday, we're proud to introduce a new twitter handle @giffgaffhelp. This will be used to separate our content from our support, communicate outages and deal with customer service issues.

 
Our biggest challenge in adding a customer service channel is resource and customer expectations. Twitter is 24/7 and the small team at giffgaff needs to clock off (Yes we do like to eat dinner, sleep and go to the cinema sometimes).

 

To combat this challenge, we'll integrate the new twitter account with the giffgaff community. Tweets can be pulled into the forum by a giffgaff advisor (or higher) as questions to be answered.  (You can read more about how to do this in the giffgaff Twitter manual). As community support via twitter feed in the community has been successful so far, this will make it even better.
 
We're also introducing one more thing to help you help others on twitter. When you have a question or are answering one through your Twitter account, mark your tweet with #gghelp. As long as your Twitter account is attached to your giffgaff username, we can monitor your contribution. That way we can incorporate the Payback scheme to reward you, our 'tweet helpers,' every time you use #gghelp. Claire has also posted how we will do that on the noticeboard.

 

I often keep a search open for certain hashtags on twitter, so if your keen to provide giffgaff help on Twitter, add #gghelp to your list. It makes helping on Twitter even easier.

 
Tomorrow we'll continue our customer service week posts with one on support improvements from Claire. Look forward to seeing you all out there on Twitter!

 

 

* If you are interested in reading more on this and see where we got our stats, there is a slide show from a recent Ad:Tech presentation and an article on how customer service has changed in the past 6 months using BA and air travel as an example.

Comments
by essexmate on ‎06-10-2010 11:33

I'm just starting to get into the twitter thing! Just linked my giffgaff account to twitter!!

by suzi on ‎06-10-2010 11:39

I'm a huge fan of Twitter (I don't say much but I read who I follow all the time) and I think this will be a great way to help out people who are having problems but might not be comfortable or used to posting on forums. It goes without saying I am following already and look forward to any updates you guys make. 

by bobomeister on ‎07-10-2010 06:48

twitter will not last the course falling away  due to boredom and people realising it is a cul de sac for sadoes

by heatherataylor on ‎08-10-2010 09:57
@brackenhill_mob you don't have to have the same handle but you can connect your Twitter account with your giffgaff account so we can connect what you are doing on Twitter with what your doing in the community. @bobomeister just as some people go to forums as their first point of contact (like yourself perhaps?) others go to Twitter or Facebook. Maybe Twitter will die or Facebook or all the forums in the world, but until that happens and as long as people are talking to us, we will be there.
by brackenhill_mob dabbler on ‎08-10-2010 14:59

@heatherataylor That's what I had in mind, but I can't see how to link my Twitter handle to my giffgaff one so please can you explain or point me to an FAQ? TIA

by heatherataylor on ‎10-10-2010 11:06

Once you sign in, go to: http://community.giffgaff.com/t5/user/myprofilepage/tab/user-social-connect You can connect to Twitter there.

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