Your new customer service and growth strategy: Add enthusiasm, smiles and friendliness
July 2, 2011Does your CEO deal with customers directly?
July 12, 2011
Yesterday I read a really interesting article on Mashable: Twitter Begins Allowing Direct Messages With Verified Accounts Sans Following Back.
The original article was from The Next Web in Twitter drops following requirement for Direct Messages on Verified Accounts.
There’s been a lot of talk about how Twitter can be an effective customer service channel but some of the functionality and flexibility has hindered that for many. However, the functionality is changing. Could this mean that Twitter is about to grow up as a customer service channel?
There seems to be a lot of reaction to this news. Some good. Some bad. Some mixed.
There also doesn’t seem to have been any official announcement from Twitter as yet. Maybe this is just feature development.
However, Mashable did report last year that Twitter was working on new features for businesses. One of them was a feature that would allow businesses the ability to receive Direct Messages without having to follow the user back (that’s what normally happens).
This is a feature that you can turn on or off and seems to be starting to emerge as Tata DOCOMO, an Indian mobile operator, recently tweeted the following:
I think this is, potentially, a great development for brands on Twitter as it will allow the brand in question and the customer to take issues private without having to follow another Twitter user and without washing any ‘laundry’ in public.
I hope this reduces some of the customer service noise that exists on Twitter right now. And, further hope, that this may, in fact, attract more customers and brands onto Twitter as a customer service platform.
If you are brand with a verified account. Are you going to turn the feature on or off?
Thanks to opensourceway for the image.
15 Comments
Is Twitter about to grow up as a customer service channel?: Source: http://www.adrianswinscoe.com — Wednesday, July 0… http://bit.ly/oJeSnl
RT @adrianswinscoe: Is Twitter about to grow up as a customer service channel? http://bit.ly/rnCWTC #custserv
Is Twitter about to grow up as a customer service channel? http://zite.to/pS15AX via @zite
Is Twitter about to grow up as a customer service channel? http://shar.es/HwJvG
Adrian,
Good, clear and timely explanation
Martin
Thank you, Martin.
Is Twitter about to grow up as a customer service channel? | via @AdrianSwinscoe http://j.mp/pkfPJy #cx #cex #cXo
Is Twitter about to grow up as a customer service channel? | via @AdrianSwinscoe http://j.mp/pkfPJy #cx #cex #cXo
Is Twitter about to grow up as a customer service channel? http://shar.es/HwJ7J
Is Twitter about to grow up as a customer service channel? | Adrian Swinscoe: http://t.co/ahzw6MD #SCRM
I’ve been watching some of the talk around this over the last few days. I’ll definitely turn the feature on – I’ve had a few experiences in the past when I would have preferred to DM someone who wasn’t yet following me back – this is super useful.
Hi Kate,
I agree that it has great potential. I wait with baited breathe to see how businesses start to use this feature when it becomes freely available.
Adrian
Is Twitter about to grow up as a customer service channel? | Adrian Swinscoe – http://bit.ly/pMN71H
This example of next gen IVR almost makes you want to forgive it http://lnkd.in/7ZiHx2
This example of next gen IVR almost makes you want to forgive it http://lnkd.in/7ZiHx2