Twitter making customer service easier

The feature appears created to show customer-service professionals that Twitter is indeed serious about addressing their needs-generating feedback from consumers is a huge part of what helps them fix internal problems.

“Direct Messages are a great way for customers to have a private conversation with a business”. “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. By making it easy to collect customer feedback, we’re confident this will add tremendous value to both brands and customers”, said Patience Yi, VP of Strategic Alliances at Hootsuite, in a statement to Marketing Land. “With today’s announcement, Twitter and Salesforce will provide powerful new tools for customers to engage directly with brands and resolve customer service issues faster and more efficiently”.

Second, Twitter is adding an option for businesses to privately ask you for feedback after a customer service interaction. Today Twitter pulled the wraps off “customer support prompts”, which should help airline staff respond to passenger feedback.

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.

But Twitter went further in helping businesses strengthen their customer service efforts.

The Direct messaging feature has already been rolled out and businesses around the world can start using it. The Customer feedback feature will begin rolling out to select brands over the next few weeks.

Twitter’s survey tool will use two industry standard question formats, Net Promoter ScoreSM and Customer Satisfaction. It’s unclear when it might be more widely available.

Twitter worked with third party service SparkCentral as a go-between with the airlines and other companies.

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.