Twitter may be going through some turbulent times, however when it comes to product development and evolution it is very busy. In fact, it is again introducing new features that are focused on making customer service and feedback much more effective on the platform.
It is not a secret that many brands use Twitter to carry out customer service activities. According to advertisers, 80% of their inbound social customer service requests take place on Twitter. Twitter has decided to give them a helping hand, by rolling out two new features. The first one will help customer service agents take conversations and complaints in DMs.
Most customer inquiries start publicly on Twitter, however at some point it can be useful to take them “offline” with private messages. A business can now add a link to its Tweets, with a call to action button that allows customers to send the business a Direct Message.
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The second feature is all about giving feedback to the customer service agents. This will enable users to share their opinion privately, after an interaction with a brand. Businesses will be able to use two industry standard question formats: Net Promoter ScoreSM (NPS®) and Customer Satisfaction (CSAT).
Last but not least, starting today, Direct Message deep links are available to all brands around the world. Customer Feedback will begin rolling out to select brands over the next few weeks. Stay tuned!
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