Twitter releases new customer service tools
Twitter has released a new function which allows businesses to take consumer complaints offline and out of public view.
A business can now add a link to their tweets that automatically displays a call to action button, which allows the customer to send the business a direct message.
Twitter has also released a new customer feedback feature that enables people to privately share their opinions with a business after a service interaction.
The function is designed so customer care teams can build on the feedback consumers are already providing via tweets and direct messages, by conducting structured surveys.
With this feature, businesses will be able to use two industry standard question formats: Net Promoter ScoreSM (NPS) and Customer Satisfaction (CSAT).