With time, Twitter has become a powerful public platform for customer service. according to the recent statistics revealed by the company, the customer service interactions have nearly tripled over the last two years. With the purpose to smooth those interactions, Twitter has introduced new customer service feedback features. These features aim to improve the customer service experience significantly. Twitter continues to add new and exciting features and recently, it has replaced star icon with a heart-shaped like button.
Twitter’s Customer Service Feedback Features
The first feature makes it easier for businesses to start a private conversation with customer via direct messages. For example, businesses can now embed a link in their tweets that automatically displays a ‘send a private message’ button. This feature is a way to help booster the overall business-customer relationship. It is also beneficial from customer perspective as well, as some cases require sharing of personal information. Twitter Product Manager, Lan Cairns wrote in a blog post, “These businesses generate impressive results — not only are their customers more satisfied, but they also see a cost per resolution that is one-sixth the cost of a call center interaction. And this leads to increased brand loyalty and sales.”
The second customer service feature is a customer service feedback tool where businesses can privately survey a customer after a service interaction. Twitter has also offered businesses with two industry standard question formats: Net Promoter ScoreSM (NPS) and Customer Satisfaction (CSAT) to make the results more quantifiable.
Twitter is integrating these new customer service feedback features with existing customer service tools with partners such as Hootsuite, Lithium, Salesforce, Sprinklr and more.
The direct message deep link feature is available to all businesses while the customer feedback feature is set to roll out over the next few weeks.
Do you find these new customer service feedback features by Twitter useful? Do you think that they will have a positive impact on your business? Share your thoughts with us in the comments.