News : Twitter Bolsters Customer Service with New DM and Feedback Tools
San Francisco, CA, USA, Feb 19, 2016 -- Twitter has launched direct message and customer feedback tools as it seeks to improve its customer service offering.
The direct message tool lets brands to add a link to their tweets, allowing customers to immediately begin a conversation with a brand over direct message.
Direct messages on Twitter are being used as a tool to allow customers to share personal information with businesses over a private channel.
The other customer service tool Twitter launched yesterday is a feedback service that allows people to rate a brand’s service privately after an interaction.
Twitter is introducing the functionality after being told by brands they would like the ability to survey customers in a structured way, rather than solely through tweets that are publicly viewable.
Twitter’s feedback tool is being offered in two question formats, a net promoter score (NPS) and customer satisfaction (CSAT)
Ryanair head of communications Robin Kiely said: "The DM function ensures we can discuss sensitive information directly with the customer in a secure and practical environment."
Posted by Veronica Silva Cusi, news correspondent
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Whether it’s breaking news, a local traffic jam, a deal at your favorite shop or a funny pick-me-up from a friend, Twitter keeps you informed with what matters most to you today and helps you discover what might matter to you most tomorrow. The timely bits of information that spread through Twitter can help you make better choices and decisions and, should you so desire, creates a platform for you to influence what’s being talked about around the world. Search results spread across Twitter and in other ways across the Web so you can discover what’s happening on and off of Twitter.
Published: Wednesday, February 24, 2016
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