Twitter has just launched some new customer service tools for the online platform.
The company revealed that many of their advertisers say that over 80% of their inbound social customer service requests happen on Twitter.
In a blog post, Twitter product manager Ian Cairns said: “These businesses generate impressive results – not only are their customers more satisfied, but they also see a cost per resolution that is â…™ 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.”
So to help businesses better respond to messages from customers, Twitter has introduced some new tools, such as making it easier to switch the conversation to a direct message.
Businesses can now add a deep link to their Tweets that creates a “Send a private message” button, which allows the customer to quickly send the business a direct message after getting in contact.
Twitter has also released a feature called Customer Feedback, which lets people rate how good a business’ customer service was.
This allows businesses to ask for feedback via two industry standard question formats – Net Promoter ScoreSM and Customer Satisfaction (CSAT) – letting customers choose on a scale of 1-10 how the customer service was.
Businesses can start adding direct message deep links now, with the customer feedback feature rolling out to select brands over the next few weeks.
Read more about the two updates here.