I will admit, this would not make a post traditionally – but I wanted to test a Twitter Custom Timeline.
I built one after a conversation I had with Martin Hill-Wilson (one of the sharpest, if not the sharpest, people in the forward frontiers of Social Customer Service; read his book; follow him on Twitter).
Here is the custom timeline, comments welcome underneath as always. BTW. remember that Twitter is read from bottom to top – wish they had a setting to change that – #LeSigh.
(now, back to digital transformation; another post coming tomorrow)
edited post publication
After posting i realized the potential use for this “tool” (custom timelines).
It is true you cannot reorganize the tweets in a specific way – but with proper planning, this can become a Twitter FAQ/KM tool for organizations. Here is the first pass at a process to do so:
- Create a private Twitter Account just to build these lists
- Plan what your FAQ should be, and the process to update them as necessary (life changes, your customers will ask different questions over time). Nothing worse than an outdated FAQ.
- Write the tweets you need to direct your customers to existing resources that will answer their questions or concerns.
- Use your Customer Service solution to
- monitor for specific phrases, keywords, questions
- provide an automatic answer to those customers with a link to the specific timeline that answers them
- monitor responses to your timeline account to pick up follow ups
- follow up to new questions, if necessary, via your existing accounts – not the timeline account (need to keep the tweetstream clean for timelines – this is crucial for maintenance).
- Monitor, report, improve your FAQs
Congratulations, first step towards using Twitter properly for triage – want to try it?
Let me know what you think and how this can be improved — straw man idea right now…