Twitter as customer service engine is getting a bit more powerful for companies. On Wednesday, Twitter announced the rollout of two new tools for companies to provide support and get feedback from customers.
Customer Feedback is a new feature that enables businesses to solicit customer feedback after a Twitter conversation in Net Promoter Score (NPS) and Customer Satisfaction (CSAT) formats.
Users provide the feedback privately through survey questions provided right within the Twitter experience.
Twitter is also making Direct Messaging between customers and companies simpler. Businesses can add a deep link into a tweet to display a call-to-action link. Clicking on that allows the customer to start automatically Direct Messaging with the business. See the “Send a Direct Message” link in the example below.
Among the integration partners for the new tools at launch are Sprinklr, Spredfast, Conversocial, Lithium, Hootsuite, Salesforce, Sprout Social and Sparkcentral.
According to Twitter, some businesses report that more than 80 percent of their inbound customer service requests on social networks happen on Twitter. The company also points out recent research that found airline consumers were willing to spend more after having a positive customer service interaction on Twitter.
“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 is a hugely important next step, both to measure the quality of care and to compare with other channels,” said Joshua March, Founder and CEO of Conversocial, in the announcement.
“With an increasing number of social customer service interactions happening on Twitter, providing a seamless experience for users is critical for businesses. By making it easy to collect customer feedback, we’re confident this will add tremendous value to both brands and customers,” said Patience Yi, VP of Strategic Alliances at Hootsuite, in a statement to Marketing Land.
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