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Will Twitter’s new customer service tools help your business grow

Joseph Wong
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I’m not the gambling type but I’d bet that you want your business to grow.

Last week, Twitter rolled out two new tools that could help improve customer satisfaction of your business. These tools can help you provide better and faster service to your customers on Twitter.

Why is this important?

By Twitter’s own statistics, over 80% of its advertisers’ inbound social customer service requests happen on its social platform. These advertisers revealed that not only are their customers happier, but they also see a much lower cost per resolution. Furthermore, a 2015 study showed that consumers are willing to spend more money if they have had a positive customer service interaction on Twitter.

This is also important to Twitter as well. For nearly two years, Twitter’s quarterly revenue growth has been slowing. It also reported a net loss in its fourth quarterly earnings in its announcement early this month. These customer service tools could be just what Twitter needed to boost revenue.

Good bye, Tweets. Direct Message is here.

From now on, businesses can initiate a Direct Message to its customers by just a single click. By adding a deep link to their Tweets, a call-to-action button will automatically display which allows the customer to send the business a Direct Message.

According to Twitter product manager Ian Cairns, brands like Kaiser Permanente and Hyatt have already started to use this feature in order to create a better experience for their customers.

Private Customer Feedback

The second new tool, Customer Feedback, allows users a simple way to rate a business or service following an interaction. Businesses can use two industry-standard question formats – Net Promoter ScoreSM (NPS®) and Customer Satisfaction (CSAT) – to obtain feedback from their customers after an interaction or transaction.

How can this help your business?

Many business owners and marketers have discovered the impact social media can have on their brand. By focusing on relationship building, either through regular content marketing or by having conversations with existing customers, your business can see measurable benefits in both customer retention and new business development.

By adopting these tools early (before your competitors do), your business can provide a better customer service experience. It’s one more way to position your business as an authority in your field, and potentially bring you more customers.

Twitter is integrating these new tools with other customer service tools from partners such as Conversocial, Hootsuite, Salesforce, Spredfast, Sprout Social and others. If your business is already using some of these tools, you might be very interested in using them.

Your business can start adding Direct Message deep links to your Tweets today. Meanwhile, Customer feedback become available only to select brands over the next few weeks.

So, what are your thoughts? Do you see these tools adding benefits to your business? Share with us by commenting below.


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