Twitter empowers businesses with new tools for better customer service

Twitter today announced two new tools to help businesses provide even better customer service on the platform.

Twitter is live, public, and conversational — and the best place for businesses and customers to connect. In fact, with millions of customer service-related interactions happening every month on the platform, many advertisers have over 80% of their inbound social customer service requests happen on Twitter. These businesses generate impressive results — not only are their customers more satisfied, but they also see a cost per resolution that is  ⅙ the cost of a call center interaction. And this leads to increased brand loyalty and sales: recent research shows that when a customer Tweets a question or complaint to an airline and receives a response, they’re willing to pay on average $9 more for their next purchase from that airline.

In India, companies like Kotak Mahindra Bank and Reliance Communications will be among the first in Asia to use this feature to create a better experience for their customers. The new tools help customers move from Tweets to Direct Messages, and Customer Feedback.

A simple way to start a Direct Message
Direct Messages are a great way for customers to have a private conversation with a business. Customer service conversations often start in Tweets, but then need to transition to a private channel when personal information is required. Twitter is making that transition as easy as a single click. A business can now add a deep link to their Tweets that automatically displays a call to action button, which allows the customer to send the business a Direct Message, quickly and easily.

Customer Feedback
Twitter also announced a new feature called Customer Feedback that enables people to privately share their opinions with a business after a service interaction.

Care teams appreciate the open-ended feedback they get from users via Tweets and Direct Messages, but they also require the ability to survey customers in a structured way to better measure and improve their service experience. Customer Feedback makes it easy for customers to share their feedback with a business after a customer service conversation. With this feature, businesses will be able to use two industry standard question formats: Net Promoter Score® (NPS®) and Customer Satisfaction (CSAT).

"Twitter is now a larger service channel than email for many leading companies, and they’ve responded by building major social care operations to handle the volume. Being able to measure the success of these operations through measures like CSAT and NPS is a hugely important next step, both to measure the quality of care and to compare with other channels. As a Twitter Official Partner, we’re excited to help bring these measurements into the native user experience—innovations like these help our clients like include Google, Sprint, Hyatt, Hertz and more deliver great service over Twitter."

Joshua March, Founder & CEO, Conversocial

Get started
Starting today, all businesses Tweeting around the world can start adding Direct Message deep links to their Tweets. Customer Feedback will begin rolling out to select brands over the next few weeks.

Twitter made it easy to get started with these features by partnering with leading companies in the customer service industry. Twitter Official Partners Conversocial, Hootsuite, Lithium, Salesforce, Spredfast, Sprinklr, and Sprout Social, as well as Sparkcentral, are working to make these tools available in their existing customer service workflows. Twitter also worked closely with customer feedback specialists at Delighted so their businesses can view NPS® surveys collected on Twitter alongside feedback from other channels, like email.

To learn more about how to implement Direct Message deep links for customer service, businesses can visit Twitter’s Help Center or contact their Twitter account team. Alternatively, reach out to one of the Official Partners directly to learn more about getting started with Customer Feedback.