Twitter Brings Two New Customer Service Tools For Businesses; RCom & Kotak Bank Get on Board

By Editorial Staff On Feb 19, 2016

While Twitter is social media platform where you converse and share with 140 characters per message, over the years, it has become the mainstays for Brands to interact with their customers. Twitter offers a fast and easy way for customers to provide feedback, and at the same time a great platform for brands get feedback on their service or product.

However, Twitter can create problems, as inherently it is not a customer service platform and is public in nature. When it comes to customer service, private communication between the brand and the customer is very important.

Twitter has understood this problem, and has now introduced two new tools, that will help businesses tremendously – they have made it easy for businesses to have private direct messaging with their customers and get customer feedback.

A simple way to start a Direct Message

Direct Messages are a great way for customers to have a private conversation with a business. Customer service conversations often start in Tweets, but then need to transition to a private channel when personal information is required. Twitter is making that transition as easy as a single click. A business can now add a deep link to their Tweets that automatically displays a call to action button, which allows the customer to send the business a Direct Message, quickly and easily.

In India, companies like Kotak Mahindra Bank and Reliance Communications are among the first in Asia to use this feature to create a better experience for their customers.

Customer Feedback Feature

Twitter has also announced a new feature called Customer Feedback that enables people to privately share their opinions with a business after a service interaction. Currently, even if a customer want to give any feedback privately, it becomes difficult for them.

The new feature will allow businesses to survey customers in a structured way to better measure and improve their service experience. Customer Feedback makes it easy for customers to share their feedback with a business after a customer service conversation.

The Direct messaging feature has already been rolled out and businesses around the world can start using it. The Customer feedback feature will begin rolling out to select brands over the next few weeks.