Social networking site Twitter has recently launched a new communication feature aimed specifically at businesses.
The new feature will make it easier for users to communicate with business accounts on the site. It offers to specific tools, which centre on providing feedback and sending messages to businesses directly.
A lot of customers tweet at businesses to provide them with details of their experiences with that specific company, whether good or bad, in order to provoke a reply by putting it out there for the public to see.
Twitter announced this update in a blog post on Thursday last week, stating that businesses can already begin to start using the new feature to interact with other users. This is part of the site’s latest shift of focus, which seems to be changing from advertising to customer service.
Businesses can start to embed links within their tweets, which can provide a smooth transition to a more private channel to continue with the conversation. Businesses can simply reply to a certain interaction by asking them to click on the link to discuss the matter further, showing the world of Twitter that the company is responding to customers, even if that is by taking it to the private messages section of the site.
In terms of customer feedback, businesses can add a tool in which they can collate customer opinions so that they can measure performance and seek for ways to improve. The tool can be used in one of two ways, either by providing a customer satisfaction rating, or a net promoter score.
This may be one of the most useful features the social media platform has introduced for a long time in regards to businesses, and could change the way in which businesses communicate with clients, customers and the general public for the better.
If used correctly, businesses may be able to prevent certain users from splurging out complaints and feedback for the whole internet to see by channelling it to a direct message, although screenshots of these conversations can be leaked back on to timelines. Despite this, many companies that operate on Twitter can now attempt to screen what is made public on the site.
This news may be seen as a welcome addition to some companies looking to alter their social media strategies to begin implementing this. Social media is quickly becoming an important tool for businesses to help grow an online presence and bolster their reputations. Some companies even hire the help of professional digital agencies to help improve their social media activity, gain followers and translate this into more business.