Twitter making customer service easier

Twitter has launched new tools to help businesses better serve their customers on the platform.

The new tools help customers to move from Tweets to Direct Messages, and Customer Feedback.

Customer service conversations often start in Tweets, but then need to transition to a private channel. “We’re making that transition as easy as a single click,” said Twitter.

“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.”

The new Customer Feedback feature enables people to privately share their opinions with a business after a service interaction.

“With this feature, businesses will be able to use two industry standard question formats: Net Promoter Score (NPS) and Customer Satisfaction (CSAT).”

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