News Update: Twitter Customer Service Features
By Kara Salazar | @karasalazar
Long gone are the days of waiting to receive an email back for a customer complaint: new Twitter customer service features will help make these interactions seamless.
According to Nielson, over half of users are taking to social media for customer service. Twitter advertisers are also saying that more than 80% of its inbound customer service requests occur on the micro-blogging platform. By letting users give feedback, these new features will be a welcome change.
One of the first tweaks will make conversations more private between customer and business. Once a business replies to your tweet, a link will appear underneath that will let the conversation switch over to private messages.
This makes it easier for companies to keep the nasty messages out of the public eye, also allowing for customers to convey personal information if needed.
After the Direct Message interaction, users will be able to give feedback on the service they were given. Businesses will be able to use either the Net Promoter Score, which uses a 0-10 scale and categorizes the different scores into groups, or the Customer Satisfaction Score, which uses a 0-100% scale for the feedback in question.
Currently, businesses can start adding Direct Messaging links to their tweets. However, feedback is only available to select businesses. Twitter is partnering with Conversocial, Hootsuite, Lithium, Salesforce, Spredfast, Sprinklr, Sprout Social, as well as Sparkcentral to help roll out these snazzy new features.
No word yet if this will help improve response times - one of the biggest complaints from consumers.
Need help with some of the speediest community management around? Give us a call at (469) 248-0616 for your Twitter customer service!