Twitter Adds New Customer Service Features

Is your brand using social for customer service? New features at Twitter will give your team a helping hand. The social network has recently launched two tools to help businesses provide an even better Twitter customer service experience through direct messages. Take a closer look:

1. Twitter Customer Service Over Direct Messaging

The first major update allows brands to take a public interaction to a private direct messaging service. A business can now add a deep link to their Tweets that automatically displays a call to action button, allowing customers to immediately begin a conversation with a brand over direct message with a click (or tap) of a button “Direct Messages are a great way for customers to have a private conversation with a business,” Twitter product manager Ian Cairns wrote in a blog post introducing the feature. “Customer service conversations often start in tweets, but then need to transition to a private channel when personal information is required. We’re making that transition as easy as a single click.”

2. Customer Feedback

This new feature called Customer Feedback enables people to privately share their opinions with a business after a service interaction. Once the conversation is over, customers can rate their service experience from zero to 10 while optionally leaving a comment. “Care teams have told us they love the open-ended feedback they get from people via tweets and direct messages, but they also need the ability to survey customers in a structured way to better measure and improve their service experience,” Cairns said. Twitter is incorporating these new business tools with its current line of customer service features through collaborations with Sprout Social, Salesforce, Sprinklr, Spredfast, Lithium, Hootsuite, Sparkcentral and Conversocial. The Direct Message deep-linking feature should be available to all businesses today. Meanwhile, the customer feedback service will reportedly make its way to major brand accounts over the course of the next few days. Click the link to learn more about how to implement Direct Message deep links for customer service.