Social Media

How Twitter is making customer interactions better for your business

Ronelle Richards /

Resolving customer complaints on Twitter just got simpler for businesses with the addition of two features to the social media platform.

Businesses can now add a deep link to their tweets that allows customers to send them a direct message with any issues.

In a blog post Twitter said resolving customer complaints via the social media platform can cost a business only one sixth of the amount of a call centre interaction.

Research by Twitter last year showed customers who tweet at an airline with a complaint and received a response were willing to pay an average $9 more for that airline.

Along with the addition of the simplifying direct messaging for business, Twitter has introduced a feature it is calling Customer Feedback.

Customer Feedback gives customers the opportunity to privately share their reactions and opinions with a business after receiving customer service by selecting a value between 0-10 in response to the question: “How likely are you to recommend X business to a friend?”

Customers can then send a direct comment privately to the business and will be prompted to tweet about their experience.

All businesses can start adding direct message deep links to their tweets now, with the Customer Feedback feature to be gradually rolled out to select brands over the next few weeks.

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Ronelle Richards

Ronelle Richards is a former SmartCompany journalist. She is currently studying a Masters of Journalism at The University of Melbourne and has previously worked as a journalist and photographer at rural newspapers.

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