Social media platform offers automatic direct-call-action plus new customer service capabilities
Twitter is looking to better assist brands with customers using its social media platform for customer service, offering two new tools to manage interactions.
Under its direct messages capabilities, Twitter is now giving businesses the ability to add a deep link into their Tweets that automatically displays a call-to-action button. This allows the customer to send the organisation a direct message.
A new customer feedback feature will also enable people to privately share opinions with a business after a service interaction. According to Twitter, businesses will be able to use two industry standard question formats for customer service scoring: Net Promoter Score and Customer Satisfaction.
The direct message feature is available globally from today, while the customer feedback tool will begin rolling out to brands in coming weeks, the company said.
According to Twitter, its advertisers received more than 80 per cent of their inbound social customer service requests on its platform. The company also pointed to recent research conducted on public interactions between customers tweeting a complaint on Twitter and airline brands, which showed those who receive a response are willing to pay an average $9 more for their next purchase from that airline.
In a blog announcing the new capabilities, Twitter quoted one of its partners, Sprinklr, as a major supporter of its new customer service features.
“Twitter’s new customer service features are a testament to the fact that brands need to quickly and effectively engage on the customer’s terms, on the channel of their choosing, and at scale,” said its head of product evangelism and partnerships, Elizabeth Closmore.
Caesars Entertainment also saw Twitter as a go-to network for its digitally connected guests.
“Understanding customer satisfaction in relation to the service we’re giving on social is incredibly important to Caesars, and we’re excited to embrace these two features to facilitate that understanding,” said its VP of digital, Greg Cannon.
Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+: google.com/+CmoAu
Our latest CMO 2022 readiness episode on the great resignation and staff motivation and leadership is now live!
Creating meaningful brands should be a holistic and considered process. However, all too frequently it’s one that is disparate and reactive, where one objective is prioritized at the expense of all others. So, what are the key pieces to the ‘good’ brand puzzle?
Companies encounter a variety of challenges when it comes to marketing overseas. Marketing departments often don’t know much about the business and cultural context of the international audiences they are trying to reach. Sometimes they are also unsure about what kind of marketing they should be doing.
Using data is a hot topic right now. Leaders are realising data can no longer just be the responsibility of dedicated analysts or staff with ‘data’ in their title or role description.
Anyone can become a victim of the sophisticated schemes set up by these scam websites. It's not about being smart; I don't consider mysel...
Mathieu Lecompte
ACCC takes Meta to court over scam cryptocurrency advertising
Nice blog!Blog is really informative , valuable.keep updating us with such amazing blogs.influencer agency in Melbourne
Rajat Kumar
Why flipping Status Quo Bias is the key to B2B marketing success
good this information are very helpful for millions of peoples customer loyalty Consultant is an important part of every business.
Tom Devid
Report: 4 ways to generate customer loyalty
Great post, thanks for sharing such a informative content.
CodeWare Limited
APAC software company brings on first VP of growth
This article highlights Gartner’s latest digital experience platforms report and how they are influencing content operations ecosystems. ...
vikram Roy
Gartner 2022 Digital Experience Platforms reveals leading vendor players