It is a little over 5 months now that we are fully involved on Twitter with our startups’ Twitter handle. Simply saying how valuable Twitter has been for us in the past is probably not enough to express how much it helped.
So I thought it is a good time to share a few simple techniques we have used to make things work for us.
Your most powerful support channel
Even though we have email support and uservoice support enabled, Twitter has been the most powerful support channel. For one reason, the 140 character limit is great, which gives you a chance to answer things fast and agile. The fact that Twitter is public also helped us greatly when we had some performance issues. It makes it simple for others to report on problems and we can update them in real time.
In order to handle this effectively we use CoTweet. It is a great tool as we are a team of two Tweeting from one account. The “past conversations” feature also allows you to catch up on what happened before if the other person led the conversation. In terms of handling Twitter for support issues CoTweet was the answer to many of our problems.
Tweeting great content
The second main purpose for us was to give value with interesting content, without mentioning your product. It allows you to build trust as you gradually become more knowledgeable about the topics in your niche. And once you then do have news about your product it is far more likely to be picked up.
The way we handle this is, that every evening I would fill up my Buffer with great tweets that I came across. I spend about 10 minutes going through our Twitter lists and other destinations that post great Twitter Tip posts. This will guarantee a consistent flow of high quality tweets throughout the day and helps a lot to build an engaged community.
Get 200% more clicks on Tweets
By Buffering Tweets, they are posted at optimal times giving you 2x more exposure.
We have also started to use Twitter heavily to get feedback on new features or ideas. This will often mean that we simply post screenshots or ask questions as what our users would like to see implemented into Buffer in the future.
Here it is really very simple. Just throw a few questions out there and see what your users think. It is also good to post a question 2-3 times, where you change the wording, so you can get a larger set of answers to shape your thoughts.
So far, we are happy with the results from our Twitter efforts. The Buffer Twitter account has around 7,000 followers, which isn’t crazy, but still very useful for our purposes. The engagement we get is fantastic and we are super thankful for all the people chatting to us each day. If we post a question, about 10-20 of our amazing followers reply. A Klout score of 65 seems to confirm engagement.
In terms of engagement with our content Tweets, we get around 20-50 clicks on each of our Tweets with an average of 2-5 retweets. I am not sure if this is good or bad, but it has grown steadily in the past.
These cornerstones on using Twitter for Buffer have also helped us greatly to devise a strategy. It makes it easy to create goals you can work towards.
Which techniques do you use for more businesses sided things? Do you think the way we handle Twitter is useful?