Twitter Rolls Out Improved Customer Service Features For Businesses And Customers

By @TheMarkDalton

If you like engaging with brands and businesses on Twitter then you will be pleased to see the new features which the company is rolling out to try and help improve those interactions and make it easier for customers to communicate with the brands they want.

First, businesses can now add a “send a private message” button to their tweets. So if you start talking to a brand publicly (which is how many of these interactions start) and then they need you to switch to private messages they can now add a button to their tweet which takes you to messages with one tap. Neat!

Second, Twitter is adding an option for businesses to privately ask for feedback from a customer service interaction. This means that a business can now measure the effectiveness of their customer service on Twitter in a quantifiable way.

Twitter is integrating these new features with existing customer service tools thanks to partnerships with Conversocial, Hootsuite, Lithium, Salesforce, Spredfast, Sprinklr and Sprout Social. The direct message deep linking should be available to all businesses from today while the customer feedback feature will be rolled out over the coming weeks.