Published On: Thu, Feb 18th, 2016

Twitter’s New Customer Service Features Make It Easier To Send Private Messages And Feedback

If you’re a kind of chairman who likes to speak to businesses on Twitter, a company is rolling out some new options to improve those interactions.

First, businesses can now can supplement a “send a private message” button to their tweets. So we competence start a review with a business around open tweets, though during a certain indicate they can ask we to pierce to approach messaging with only a singular daub or click. Second, Twitter is adding an choice for businesses to secretly ask you for feedback after a patron use interaction.

Now, we can suppose that this would be appealing to companies who’d cite to plead patron issues and complaints privately, rather than saying them promote for everyone to see. However, Twitter identifies some other advantages to these new features.


After all, if you’re perplexing to get something bound or get a reinstate or whatever, we might need to share your personal information during some point, that we substantially wish to do privately. In addition, businesses might need a some-more quantifiable way to magnitude a efficacy of their patron service, so Twitter is allowing them to consult patron by a customary Net Promoter Score (NPS) and Customer Satisfaction (CSAT) formats.

Twitter is integrating these new facilities with existent patron use collection interjection to partnerships with Conversocial, Hootsuite, Lithium, Salesforce, Spredfast, Sprinklr and Sprout Social. The Direct Message low joining underline should be able available to all businesses today, and it’s already being used by brands like Delta, Starbucks and ClassPass. Meanwhile, a Customer Feedback underline will be rolling out over a subsequent few weeks.


Featured Image: Vdovichenko Denis/Shutterstock

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