According to Disney’s animated classic, Mr. Bluebird’s on my shoulder and he’s got a message for you, Twitter has just raised the bar on customer experience for Social Media. It’s the truth, it’s factual and soon all customer queries on social can end up ‘satisfactual’.
Zip-A-Dee-Doo-Dah Indeed. Now that I got that out of my system, I have to say that I believe Twitter’s iconic Bluebird is living up to its reputation. For generations and spanning many cultures, the ‘Bluebird of Happiness’ has represented a positive omen signaling good fortune to come. For a company that has been able to prove it’s popularity but not always profitability, I foretell that this latest shift by Twitter is a signal of many great things to come as well.
Social, Mobile customers have been turning to Twitter for years to vent frustration, seek connection with brands and hopefully find resolution. Now that this channel is established, Twitter is buying into the untapped treasure of their channel as not merely a viable support channel, but more often than not, the preferred resolution channel.
Post-Resolution, Customer Feedback Surveys
CSAT scores are an established pillar of analyzing the success of Customer Service engagements. Twitter has announced that with a handful of chosen partners they will be offering brands the option to send a question post resolution allowing customers to rate their experience from 1 to 5.
This ushers in familiar scoring, analysis and value to Twitter. You’re not just Tweeting to outer space. Brands care that they serve you the best experience possible, and guess what? For those of you still on the Social Media Customer Service fence – you’re either gonna get in the game or be disqualified by your customers. It’s as simple as that.
Transition from Public to Private
I get it. Twitter has been a scary sphere for brands since inception. All of the sudden your customer has a platform, reach and a captive audience of sometimes not so nice Tweeters. One wrong step can land you in hot water with a mess that even the most adept PR team will struggle cleaning up.
Social has grown up. Your customers want resolution. They want answers, convenience and a real human experience. Dramatics aren’t necessary when you answer timely and efficiently with resolution in mind. That’s why making Customer Service more efficient via DM is a very grown up move. Twitter has created a new simplified way of users to transition from a public conversation to a private direct message.
This is a very exciting time for Social Media and customer experience. The same personalized, one to one engagements we share with our virtual platforms of real people, real friends and real families is now offering real resolution. My oh my, what a wonderful day.Digital & Social Articles on Business 2 Community