[SMK] Social Media Knowledge

Menu

DIGITAL MARKETING NEWS

Twitter’s Customer Service tools for the personal touch

Twitter has unveiled new Customer Service tools for brands, letting employees communicate with customers using custom profiles.

Keeping it real

Custom profiles allow employees add their name, title, and profile picture when conversing with a customer. This replaces the brand's name and logo.

These profiles are intended to help personalise service, and help users identify when they're speaking to a human rather than a bot.

Human, all too Human

T-Mobile was the first partner to use custom profiles last year, via the @TMobileHelp account.

Twitter says adding the personal touch isn't just good practice – it's good for the bottom line. Twitter's research shows 77% of people likely to recommend a brand after a personalised customer service interaction on Twitter. 

Further, 19% are more likely to feel they've reached a resolution, and 22% more likely to be satisfied, compared to those with less personal interactions.

We hope the bots' feelings won't be hurt too much.
 

Learn with SMK through December

Start your SMK: Digital Excellence 7-day free trial today and unlock unlimited, on-demand access to hundreds of hours of digital masterclasses, training courses and hands-on tutorials.

Your risk-free trial offers the perfect opportunity to expand and upgrade your digital intellectual property.

Each month SMK releases 30 hours of new and updated social media and digital marketing educational course content, ensuring you never get left behind – be it on digital strategy, tactics or implementation.

Alongside this, SMK offers live help and support weekly within the SMK Working Group. It might be a quick fix or the root of a bigger problem; either way, a problem shared is a problem halved. On a day-to-day basis, SMK’s team gives you hands-on support and fresh ideas.

Not to mention a shoulder to cry on, occasionally.

Picture of SMK Editor

SMK Editor

December's Courses, Live Help & Support Options

Live Member Clinics every Monday & Tuesday from 1 pm – 2 pm AEST

  • Live help and support from SMK’s team of analysts.
  • Book in to request a personalised discussion for 15 or 30m via Zoom within the Facebook Working Group.

Weekly Technical Labs: Meta Business Suite on Wednesdays from 1 pm – 2 pm AEST

  • Technical Labs explore the technological process and workflows related to key digital marketing activities.

Google Analytics 4, Data Analysis & Evaluation Masterclass on Thursdays from 10 am – 12 pm AEST

  • Module 1: GA4 Optimisation, Key Features, Tools & Reports
  • Module 2: Setting up GA4 Conversions & Understanding Analytics Events
  • Module Three: Analytics campaign tracking and report analysis
  • Module Four: GA4 report round-up, conversion attribution & visualisation

Influencer Marketing Masterclass: Organic, Paid & Commerce on Fridays from 10 am – 12 pm AEST

  • Module 1: 2024 Influencer Marketing Trends, Forecasts & Opportunities
  • Module 2: Organic Influencer Marketing Best Practices
  • Module 3: Optimising Influencer Campaigns With Social Ads
  • Module 4: Evaluation, Reporting and Influencer Commerce

Leave a Comment

RECOMMENDED FOR YOU