With the new direct messages feature, a business can add a link to their Tweets that automatically displays a call to action button that enables customers to send the business a direct message.
Advertisement
Twitter is one of the fastest ways to shame businesses into responding to your complaints. We’re making that transition as easy as a single click. While that idea seems great for customer service, one has to wonder whether companies will get more than they’re asking for at times.
Meanwhile Twitter is also planning the roll out, initially with selected brands, of a new survey feature called Customer Feedback.
Giving customers a better way to engage with businesses in private should go a long way toward making Twitter a more effective customer service channel for both businesses and customers alike.
First up, Twitter now allows businesses to provide deep links in their tweets to allow customers to privately message them.
However, Twitter can create problems, as inherently it is not a customer service platform and is public in nature.
Twitter’s survey tool will use two industry standard question formats, Net Promoter ScoreSM and Customer Satisfaction.
The new Direct Message option was rolled out Thursday and brands such as Starbucks and Delta are already using it. The new Customer Feedback feature should be available in the next couple of weeks.
Among the integration partners for the new tools at launch are Sprinklr, Spredfast, Conversocial, Lithium, Hootsuite, Salesforce, Sprout Social and Sparkcentral.
It’s not an enormous change to the site’s mechanic, but it should stop you feeling like you’re shouting into the void when calling out a company on Twitter. “Customer Feedback makes it easy for customers to share their feedback with a business after a customer service conversation”, says Cairns.
Advertisement
While Twitter is social media platform where you converse and share with 140 characters per message, over the years, it has become the mainstays for Brands to interact with their customers.
