Twitter now offers direct messages and customer feedback

New tools look to help businesses provide better customer service

Social media company, Twitter, has added two new tools to its platform in the hopes of enabling businesses to provide better customer service.

With the new direct messages feature, a business can add a link to their Tweets that automatically displays a call to action button that enables customers to send the business a direct message.

The second tool allows for customer feedback. The new feature can enable people to privately share their opinions with a business after a service interaction and businesses can use two industry standard question formats of Net Promotor ScoreSM (NPS)and Customer Satisfaction (CSAT).

Twitter senior product manager, Ian Cairn, said many of the company’s advertisers tell Twitter that more than 80 per cent of their inbound social customer service requests happen on Twitter.

The company said its recent internal research has also shown that customers are also willing to spend more after a positive customer service interaction on Twitter.

Recently, the company fund that customers who received replies from US airlines on Twitter were willing to pay almost $US9 on average more for that airline.

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Holly Morgan
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