Twitter DM: A Revolution in Call Center Communication
Twitter has become one of the critical channels to drive customer loyalty and satisfaction. Customers today use Twitter to complain, escalate issues, get opinions from peers, and ask for help. Many people like Twitter for its ease of access and its inherent simplicity as a communication channel. News about Twitter upgrading its direct message (DM) feature was received with different reactions ranging from downright panic to indifference to a great relief in business communication. The DM feature gives users more control by allowing them to opt in to receive direct messages from anyone regardless on whether the person wants to follow them back or not. Originally, two users had to follow each other for them to communicate through Twitter direct messaging.
Recent studies indicated that among the 46% of top global brands with dedicated customer service Twitter handles, the number or mentions increase by 41% each year. Meaning there is an increasing need for businesses to respond to conversations that concern their brands. The new DM upgrade on Twitter is great for inbound call center outsourcing companies as it is an opportunity to regularly engage with customers as well as connect with them, realizing positive outcomes in delivering services such as customer service, help desk and technical support, bookings and reservations, order taking services among others.
What Impact Does the Upgraded DM Feature Have on Customer Service?
The upgraded DM feature has a number of benefits to contact centers and other companies that use Twitter as a customer service communication channel:
1) You can better serve your customers without having to follow them back. By such companies allowing their accounts to accept direct messages from anyone, they can receive and respond to private messages from customers without having to establish a connection beforehand.
2) It is less frustrating and less time consuming for both the customers and the brand to immediately engage in a direct conversation without requesting follows and waiting for them to accept.
3) Add a little privacy: This feature will help reduce the number of messages that customers broadcast publicly expressing their frustrations in the newsfeed not to mention sensitive account information. This could greatly benefit larger brands that receive numerous requests via Twitter.
4) For industries with a high number of service complaints, this feature allows the companies to move a complaint or a conversation that contains sensitive information offline quicker limiting the negative exposure. It is like having a phone conversation in 140 characters to resolve a customer service issue.
5) Customers benefit from this feature as well since they may want to use Twitter as a communication channel but they do not want to be publicly followed by certain companies or brands.
6) Warm lead or cold calling: If inbound call center outsourcing companies uncover a conversation related to their business, they can reach out to the person via DM and discover the need. It could be a potential customer looking for your services or product. You can whisk the customer right into your sales funnel.
For Twitter, direct messaging is not just a feature, it is an opportunity that will see people communicate more naturally and an opportunity for a powerful, engaging messaging experience.