Twitter has been used as a customer service tool for years, with the number of tweets from customers to brands’ customer-service handles rising by 150% in just two years, it is steadily on the rise. The number of direct messages to brands are also increasing, with a rise of 50% in the past year. Good customer service leads to a willingness to spend with your brand, as demonstrated in this study by Twitter in October.
Businesses that use Twitter for their customer support will be very happy with the latest update. The Social Media giant is launching two new products that will help answer basic enquiries and address complaints easily and efficiently.
The first big change allows brands to set their own welcome message to automatically appear when a user opens the Direct Message box. This can include links and information on how to contact the brand, as well as other features.
Something to really get excited about is the Quick Replies feature; a Chat Bot which prompts users on how to get their questions answered without having to involve an actual human being, whilst also providing details on how to contact someone should they be needed.
People don’t usually want to talk to a ChatBot, but they do want convenience and a speedy reply. This new feature allows brands and businesses to scale their support without giving up their desire to provide a personal touch.
To get started with a new welcome message or the ChatBot, visit the settings section of your Twitter Dashboard
Don’t forget to follow us on Twitter for more tips and tricks - @Boomerang_web
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