Should you create a Twitter account for customer support?

OABPO Blog Team Published on October 1, 2014

Should-you-create-a-Twitter-account-solely-for-customer-support--Open-Access-BPO--Digital-Marketing-Strategy
Social media has become a popular platform of choice by many businesses when it comes to sales, marketing, and customer service. The digital marketing strategy of expanding one’s reach through quality online interaction with customers and prospects has evolved from just being an option to being a prerequisite to success.

But using social media per se does not automatically result to a winning customer service. Having a Facebook Page or signing up for a Twitter account is just the first step. You need to think of effective ways on how to maximize your social media customer service strategies. One customer support strategy that has been gaining increasing popularity among businesses is creating a Twitter profile that is separate from other main accounts and dedicated to answering customer queries alone.

Segmentation of tasks leads to better focus

International brands establish their presence online for two main reasons: marketing and customer support delivery. When you create a separate account that is exclusively for assisting customers with their concerns, you delineate these two from each other. Your support agents can now focus on assisting customers on your customer service account, while your digital marketing experts use your main profile in building your brand.

Should-you-create-a-Twitter-account-solely-for-customer-support--Open-Access-BPO-
Separating your customer support account from your main Twitter handle can also help you measure success effectively. Social marketing success is dependent on how a target audience responds to a brand s content, while in social customer service, the messages conveyed by the brand is what matters more. That s why when evaluating the performance of Twitter support agents, response time or rate is crucial. The focus of marketing experts, on the other hand, are consumer actions such as click-through and conversions.

A good example is Microsoft’s @MicrosoftHelps account. Since the company has a separate customer service Twitter account, all customer inquiries are directed to a channel where account reps can quickly act upon issues, without having to bypass Tweets that are more significant to its marketing team. In fact, the company also uses this separate account to actively seek product-related concerns and reviews from Twitter users.

Other examples of brands with Twitter handles that are purely dedicated for customer service purposes are Nike (@NikeSupport), Samsung (@NokiaHelps), UPS (@UPSHelp), and Amazon (@AmazonHelp). By creating customer service Twitter profiles handled by actual people who are ready to assist their customers, these brands gain an image of customer-centricity while remaining equally competitive in the marketing or advertising scope.

Considerations when delineating online tasks

As a conclusion, creating a separate Twitter handle for customer support is strongly advisable, especially for brands that deal with a large and diverse volume of customer inquiries. This will help you give immediate responses to immediate concerns. Followers can also go to your customer support profile if they are looking for tips without having to go through non-customer support related stuff.

You also need to make sure that while creating a separate customer support handle on Twitter makes you more efficient in handling concerns, you shouldn t ignore your marketing or sales responsibilities. Your main profile should still be used strategically. Most users who have interacted with you through your customer support handle will follow your main account. It s now your task to present them with new marketing strategies to broaden your reach.

Creating a single account for multiple purposes may seem hassle-free at first. But as your customer base starts to grow, you also need to strategically segment your digital operations to give enough focus to each of your social functions. With a separate customer support handle, you can now provide quality customer assistance, while you stay one step ahead in your marketing game.

Join us on facebook
Open Access BPO 2 hours ago
𝗧𝗵𝗶𝘀 𝗙𝗲𝗯𝗿𝘂𝗮𝗿𝘆, 𝘄𝗲 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗲 𝘁𝗵𝗲 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝗰𝗲 𝗼𝗳 𝗲𝘁𝗵𝗻𝗶𝗰 𝗲𝗾𝘂𝗮𝗹𝗶𝘁𝘆, 𝗲𝗺𝗯𝗿𝗮𝗰𝗶𝗻𝗴 𝘁𝗵𝗲 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝗰𝗲𝘀 𝘁𝗵𝗮𝘁 𝗺𝗮𝗸𝗲 𝘂𝘀 𝘂𝗻𝗶𝗾𝘂𝗲, 𝗮𝗻𝗱 𝘀𝘁𝗿𝗶𝘃𝗶𝗻𝗴 𝗳𝗼𝗿 𝘂𝗻𝗶𝘁𝘆 𝗮𝗻𝗱 𝘂𝗻𝗱𝗲𝗿𝘀𝘁𝗮𝗻𝗱𝗶𝗻𝗴.

Open Access BPO joins the global celebration of ethnic equality. As a multilingual, multinational company, we see firsthand how diverse perspectives drive progress. We believe that everyone, regardless of background, deserves the opportunity to contribute to a better world.

Anyone, regardless of background, can contribute to societal progress, and the sooner we realize that, the better our world becomes.

We're committed to fostering #inclusivity both within our company and in the communities we serve.

#WeSpeakYourLanguage
#OABPOonEthnicEquality
#EthnicEqualityMonth #EthnicEquality
Open Access BPO 4 hours ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮 𝗮𝗻𝗱 𝗗𝗮𝘃𝗮𝗼 𝗵𝗼𝘀𝘁𝗲𝗱 𝘁𝗵𝗲 𝗳𝗶𝗻𝗮𝗹𝗲 𝗼𝗳 𝗶𝘁𝘀 𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲. | https://buff.ly/434ctKb

The three-month program saw employees engage in wellness sessions, regular weigh-ins, and receive expert weight loss guidance. The finale recognized and celebrated the remarkable transformations achieved by the participating employees.

The initiative underscores Open Access BPO's commitment to investing in the overall well-being of its employees and cultivating a positive and supportive company culture.

----------
Open Access BPO is dedicated to employee engagement and contributing to our team's growth, both professionally and personally.

Learn more about our company culture and commitment to our employees: https://buff.ly/4i34265

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 6 days ago
Open Access BPO Taipei celebrated a decade of growth and success with a party event at the ILLUME Taipei Hotel.

The evening showcased our strong company culture, with games, delicious food, and a festive atmosphere.
We're proud of our team and excited for what the future holds!

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 6 days ago
𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗪𝗲𝗶𝗴𝗵𝘁 𝗟𝗼𝘀𝘀 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝗖𝗿𝗼𝘄𝗻𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀

The Open Access BPO's weight loss challenge has officially come to a close after a successful three-month run.

The program, which included wellness sessions and regular weigh-ins, culminated in an awards ceremony celebrating the incredible achievements of our participants.

We're thrilled to announce and congratulate the five champions from our Manila and Davao offices who demonstrated remarkable dedication and commitment to their health and wellness journeys.

Open Access BPO is committed to employee well-being, and this weight loss challenge is a prime example. We regularly offer activities and programs like this to support our employees' personal and professional growth, fostering a healthy and supportive work environment.

We're proud of all participants and look forward to continuing to support their wellness journeys.

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 7 days ago
This February, Open Access BPO joins the world in celebrating 𝗕𝗹𝗮𝗰𝗸 𝗛𝗶𝘀𝘁𝗼𝗿𝘆 𝗠𝗼𝗻𝘁𝗵.

We recognize the vital contributions of African-Americans who have shaped our world.

It's also a call for us all to learn from history, amplify Black voices, and take action against systemic racism.

#WeSpeakYourLanguage
#BlackHistoryMonth #BHM2025
#OABPOonBHM #BHM
Open Access BPO 8 days ago
Bringing people together, celebrating achievements, and building momentum for their 10th anniversary is the real highlight of 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆.

We're looking forward to being stronger together with our Davao teammates for another decade, but for now, here's a look back at what happened in last week's party: https://buff.ly/3CK1vyM

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss