Twitter has launched two customer service tools that help brands engage with feedback more smoothly via the social network. The first tool, a ‘Direct Message prompt’, lets brands embed a DM link in a tweet, taking customers away from the public feed and into a one-to-one conversation with the brand. Being able to move the […]
Twitter has launched two customer service tools that help brands engage with feedback more smoothly via the social network.
The first tool, a ‘Direct Message prompt’, lets brands embed a DM link in a tweet, taking customers away from the public feed and into a one-to-one conversation with the brand.
Being able to move the interation to a private space in just one click helps speed up the feedback process, while keeping any negative feedback out of the public newsfeed (and not searchable via Google).
It also allows the user to share personal information, such as their contact details, in a secure environment.
The second tool will let businesses send users private surveys rate their opinion of the brand after a customer service interaction.
Twitter’s survey tool will use two industry standard question formats, Net Promoter ScoreSM and Customer Satisfaction.
Twitter said companies such as Hootsuite, Lithium, Salesforce, Spredfast, Sprinklr, Conversocial, Sprout Social and Sparkcentral are making these tools available in their existing customer service workflows.
Twitter said many of its advertisers receive more than 80% of their inbound customer service requests on Twitter, and that millions of customer service-related interactions happen on Twitter every month.
“Twitter is live, public, and conversational — and the best place for businesses and customers to connect,” Ian Cairns, a Twitter product manager, said in a blog post. “These businesses generate impressive results — not only are their customers more satisfied, but they also see a cost per resolution [via Twitter] that is one sixth the cost of a call center interaction. And this leads to increased brand loyalty and sales.”
Twitter said companies have been requesting ways to gather more measurable feedback from users, and the new customer service tools are a response to these needs.
Joshua March, Founder & CEO, Conversocial and an official Twitter partner, added: “Twitter is now a larger service channel than email for many leading companies, and they’ve responded by building major social care operations to handle the volume. Being able to measure the success of these operations through measures like CSAT is a hugely important next step, both to measure the quality of care and to compare with other channels.”
For more information, view the official blog announcement here.
