YouTube has been a huge source of entertainment and information for everyone since it began its journey in the year 2005. In fact, it is the second most visited website on the internet as it processes more than 3 billion searches in a month!
So, when it went down for an hour last week due to a global outage, there was a sort of pandemonium caused on social media.
Typical of Twitter’s characteristic, the outage was also a perfect occasion for Twitterati to share memes on life without YouTube.
These were a few tweets from a common user like you and me.
However, the icing on the cake was the tweet from Philadelphia police. We aren’t sure if they did receive panic calls from people. But, the following tweet and the subsequent responses kept the entertainment rolling.
The repartee on the tweet definitely won the Philadelphia Police some Twitter fans that day with over 8,963 people discussing it.
They even tweeted an equally witty update with a subtle message of moderation mixed with it.
Key Takeaways From the Incident
1. It’s ok to tweet about something that is not related to what you do. YouTube being down is not even remotely connected to what Philadelphia police does, but it found a connection and joined in the fun game. However, one has to be cautious not to overdo or thread the wrong path as that can create a disaster and result into an altogether exercise of damage control.
2. Disarming humor certainly wins you fans. We have seen it in the case of Mumbai Police, Netflix, and so many more brands. Humor helps you to connect better with people. A casual look at Philadelphia police’s handle showed that besides providing updates on the suspected criminals, there weren’t many activities in the handle. Even the engagement on those tweets wasn’t high. However, their tweets about YouTube was one of the most discussed ones of that day. It proved that good humor is always appreciated.
3. Law enforcement agencies can be funny too. So far as the humor is generic and does not harm the sentiments of anyone, law enforcement agencies have every right to shed their serious image and participate in some banter occasionally. It makes them more approachable to the citizens.
4. Always look for trending topics and find out ways to relate it with what you do. It helps you to gain visibility and engagement on Twitter. Trending topics give you an idea of how people think, which you can use when you plan your communication with the users.
You do not have to do it all by yourself. Easy as it might seem, coming with a witty response that lightens up the mood and the situation is difficult especially when you have a host of other things to work upon. That is where social media customer service plays a role. The social media customer service team not just responds to queries but also engages with its followers to earn goodwill. Trooya, for instance, helps you identify situations where a template response is needed and where a light banter with the followers is allowed and responds to the situation accordingly. It gives a human touch to the brand and helps in successfully turning the detractors into brand advocates.
If you are wondering how to get started on engaging with the customers, then relax. We got you covered. Trooya specializes in building cloud-based social media contact center for our clients. We delight your end customers in an objective and human way, and you, our clients with deep insights on how the issues are resolved. To get an understanding of how Trooya works, register with us for a free trial to check it yourself. We will be glad to walk you through what we do.