Companies of just about all types have been using social media as an informal way to offer customer service. Typically this means having someone assigned to monitoring the major social networks for questions or complaints, and responding to them from an official account. Twitter has seen that this is a popular and needed service and rolled out an update to help make it easier and more effective than ever.
Two new updates from Twitter will be making it possible for companies to provide better and more direct support as well as get feedback from customers more easily.
First, the Customer Feedback feature will make it simple for a business to ask their customers for feedback after they have had a conversation with them on the social network. No matter what the interaction was about, Twitter now allows companies to gather data in the “Net Promotor Score (NPS” format or the, “Customer Satisfaction (CSAT)” format.
When a user decides to reply it will happen privately and they will be given a short survey that is located right within Twitter. This makes it much easier, so customers are much more likely to actually take the time to respond.
In addition, Twitter is rolling out a change that will help customers and companies engage in direct messaging more easily. This will be done through a deep link that the business can provide to a customer. The link will be a call-to-action that lets customers discuss a situation more privately with the company.
If you’re not already using Twitter for customer service, this is an excellent opportunity to begin.
