Providing customer service on Twitter | #ShopfloorHeroes

Hello and welcome back! Thank-you for tuning back in for another #ShopfloorHeroes blogpost. For those that are new here, each week we like to feature some of the fantastic broadcasts and conversations on Twitter we have seen from our awesome client, Hobbycraft. This week we have selected a couple of conversations where Hobbycraft stores have shown good customer service to their customers on Twitter.

(Above) This first conversation from Hobbycraft Worcester began when the store shared a photo of the puzzles that they currently have in stock. Sharing bay photos is a great way to let local customers know what is available in their local store. One of the store's customers has responded to the tweet to ask about one of the puzzles featured in the store's photo. Worcester has responded to the customer and have also shared a photo of the product the customer has asked about, this is great and shows good customer service. The store could now reach out to the customer and offer to put the puzzle aside for them to pick up and purchase at a later time.

(Above) This next conversation from Hobbycraft King's Lynn is great as store colleague Janine has ensured to welcome the store's new customer on Twitter and ask them what craft/ hobbies they enjoy. As the conversation develops, Janine has shown good customer service by letting the customer know what model making products that are available in the store. Janine has also ensured to use personal sign-offs throughout the conversation which is great as it allows the customer to know who they are talking to.


Here are some top tips to consider when having conversations with your stores customers on Twitter:

- Aim to use personal sign-offs so that the customer knows which store colleague they are talking to.

- Consider how you can go above and beyond for the customer.

- Aim to encourage the customer into store, this may allow you to convert the conversation into a sale for your store.


We hope that you have enjoyed this week’s #ShopfloorHeroes blogpost and are inspired to start a conversation with your customers on Twitter! To find out more about how we can create #ShopfloorHeroes within your organisation, please email us at hello@socialretailgroup.com or click here and we will call you back.