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Twitter Is Changing Customer Service DMs

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If you use Twitter for your business needs, then you will be pretty happy with this news. They have changed their customer DMs. Now, you’ll deal with real, live people instead of chatbots.

Business2Community reported the change as it was announced from Twitter’s customer service product lead, Ian Cairns.

According to research from Twitter, personalised experiences that foster a human connection have big benefits for businesses. Cairns says that 77 percent of people are likely to recommend a brand after personalised customer service contact. Customers talking to real people are also 19 percent more likely to feel like their problem has been resolved and 22 percent more likely to feel satisfied.

So how real will this be? Each customer service agent will have their own custom profile that will include their name, job title, and their picture. That’s a pretty big change when it comes to online customer service, where many companies continue to use bots to field questions and concerns from their customers. So how do they actually work and why are they so popular? Mainly because they’re pretty easy to include on your website and it gets rid of the need to actually hire people for the position. So not only can you cut costs, but you seem pretty tech-literate to the masses. Except for that issue that chatbots aren’t always exactly accurate. According to Entrepreneur:

One issue with chatbots is that they aren’t 100% accurate when it comes to the responses that they give. In fact, they tend to max out at around an 85% accuracy rate. It is important to understand that even this number is under ideal conditions. The average customer service situation isn’t going to represent those conditions. Because of this, real world accuracy is going to be much lower.


© Flickr user MattHurst

So we can see why Twitter is starting to move away from using these services which, in turn, may cause others to do the same as well. Along with this change, Twitter has announced some other new ideas that they plan on implementing in the future. They’ll be allowing brands to add a direct ‘Messaging’ button as well as a ‘send a private message’ button in their tweets. Obviously the goal is to make it easier for consumers to get in touch with their favorite companies. They will also be rolling out a new way to survey customers using Customer Satisfaction (CSAT) and Net Promoter Score (NPS) metrics. If you don’t feel like waiting for these changes, there are some things you can be doing right now on your Twitter account to aid you in your customer satisfaction goals.

Speed. Quick responses on Twitter can mean the difference between a PR disaster and a very happy client.
Planning. Based on previous experiences with customers, you should know what to expect from them. Make sure your customer service agents are always ready with the right responses.
Sounding real. Until you’ve tried out Twitter’s new service, you can make sure it’s clear that your customers are talking to real people by avoiding stock responses. Keep agents’ tone on brand, but allow them some personality. You might want them to introduce themselves to customers on DM by sharing their name.
Moving to DM when it’s necessary. If a customer is reluctant, explain that you’d like their personal details so that you can get in touch with them in the case of needing a refund or further responses at a later time.
Resolving the query. Always follow up to let people know that their query has been resolved. If this is going to take time, let them know that it is and explain why. Never let a customer feel ignored.

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Alyssa Shea

Alyssa Shea

Alyssa Shea transplanted from Illinois to South Carolina. She loves to write, read, and spend time with her dog and her family. Alyssa is very active on social media. She has been part of the AccelaWork team since 2013.
Alyssa Shea

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