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Social media offers an easy way to connect with people on a platform they already are using. Of course, we need to monitor and respond. Using the available tools and functions also helps.
Instagram allows you to add a Contact button that people can use to email or call (read here how to set that up). Facebook Messenger now has bots that can be used for customer service. On Twitter, you also can change some features to signal the intent to be more customer-centric.
- Adding a big MESSAGE button
- Adding your most responsive times
- Adding an auto message when people start messaging you
Australia-based Adel de Meyer actually was the person who showed me how to set this up first, and I’m sharing here with her permission. Thanks, Adel!
- Log in to Twitter on your browser. I did this on mobile, but it’s not quite optimized so I would recommend doing it on a laptop.
- Then go here.
- From there turn BUSINESS FEATURES on, and the rest is pretty self-explanatory.
I didn’t add hours myself, but I did add a welcome message:
This message shows when people start messaging you.
I wouldn’t recommend a link in the message as the link preview shows above the text. It’s possible to add one, but I didn’t think it looked very good.
Of course, setting this up isn’t enough. We still have to respond when people message us. But I would definitely recommend this for any business or organization that gets customer questions, complaints and concerns on Twitter.
Easy enough, and it shows a willingness to have a conversation with our communities.
And it might even encourage leads that turn into business.