Twitter bolsters customer service with new DM and feedback tools

Twitter has launched direct message and customer feedback tools as it seeks to improve its customer service offering.

Ryanair now uses Twitter as a customer service channel
Ryanair now uses Twitter as a customer service channel

The direct message tool lets brands to add a link to their tweets, allowing customers to immediately begin a conversation with a brand over direct message.

New DM tool

Direct messages on Twitter are being used as a tool to allow customers to share personal information with businesses over a private channel.

The other customer service tool Twitter launched yesterday is a feedback service that allows people to rate a brand’s service privately after an interaction.

New feedback tool

Twitter is introducing the functionality after being told by brands they would like the ability to survey customers in a structured way, rather than solely through tweets that are publicly viewable.

Twitter’s feedback tool is being offered in two question formats, a net promoter score (NPS) and customer satisfaction (CSAT) 

Ryanair head of communications Robin Kiely said: "In an industry where our customers are predominantly mobile-first, Twitter allows us to resolve issues quickly and at the coalface, providing us with the platform to both disseminate information to a wide audience, and also engage and react to our customers’ needs.

"The DM function ensures we can discuss sensitive information directly with the customer in a secure and practical environment." 

Twitter is focusing on improving the tools it offers brands as it seeks to monetise the platform more and make it more relevant for users.

The company’s share price plummeted earlier this month after it revealed it had lost users in the prior three months.

Twitter claims research has proved its platform provides a cheaper customer service solution that also builds loyalty. 

It says it offers a cost per resolution that is one sixth the cost of a call centre interaction and added research had shown when a customer tweets a question or complaint to an airline and receive a response, they are willing to pay on average $9 more for their next purchase. 

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