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DIGITAL MARKETING NEWS

Twitter launches new Customer Service tools

Twitter's user base might continue to float in limbo, but you can't accuse the platform of not trialling new features for users and brands.

Two of the latest for marketers are new customer service tools.

Customer is always #right

Twitter announced the updates in a blog post.

"Twitter is live, public, and conversational — and the best place for businesses and customers to connect.

"In fact, with millions of customer service-related interactions happening every month on the platform, many of our advertisers tell us that over 80% of their inbound social customer service requests happen on Twitter."

Service straight up

The first update lets businesses to communicate with customers via Direct Message. 

Now a deep link can be added to tweets that displays a call-to-action button. Clicking this allows customers to send businesses a Direct Message.

Feedback loop

The second update is a feature called Customer Feedback.

This lets customers share their opinions with a business privately after an interaction, and potentially help brands tweak their service and avoid any nasty (and public) Twitter spats.

The updates are now available globally. To find out more visit blog.twitter.com.

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