Twitter offers new tools for customer service

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

Join the newsletter!

Error: Please check your email address.
Show Comments

Blog Posts

How to become the customer experience custodian

The number one objective enterprises give for embarking on a digital transformation is to improve customer experiences with new engagement models, according to IDC’s 2017 global study.

Fear not: It's only a robot

Every time I pass through the automated border controls at the Sydney airport I walk away with a feeling of exasperation on the one hand and relief on the other. Exasperation, because the face recognition technology inevitably always fails to recognise me. Relief, because we seem to be safely years away from the Orwellian reality of states controlling every aspect of our lives; something the media is keenly warning us against each day.

Dan Kalinski

CEO, iProspect Australia and New Zealand

To DMP or not to DMP?

There are plenty of brands that can benefit from plugging into a data management platform. But should you engage an agency to run one or bring it in-house?

Ben Willee and Richard Taylor

Spinach Advertising

I worked at Momentum when the transformation started way back in 2013 (not 2015 as stated in the article). It was a painfully slow and co...

Jay

How Momentum Energy has transformed its entire business to be customer-led

Read more

Another buzzword thoughtlessly latched onto, without any thought for the implications on the organisations that have to lumber through th...

Tired

Rolling out agile marketing at Deakin

Read more

Useful., also don’t miss out on these 5 features of Adobe Experience Cloud - Visit here > http://www.softcrylic.com/b...

Sunil Joseph

Adobe debuts Advertising Cloud, Experience Cloud

Read more

the systems that run these things are teachable just like a car, theres stuff still yet to come out to bring up the automation grade, b...

Magnus Robert Carl Wootton

Fear not: It's only a robot - Big data delivery - CMO Australia

Read more

Marin Software’s digital marketing solution as a short way of streamlining and finding a scalable solution...

Al Drazhev

How BizCover is boosting search advertising success

Read more

Latest Podcast

More podcasts

Sign in