Customer Care

Joining Twitter in a New Era of Social Customer Care

Elizabeth Closmore

November 1st, 2016

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3 min read

Consumers interact with companies in countless ways. They call, they email, they might even write a letter. More and more, however, customers are taking to social to ask questions and resolve product issues.

As one of the main platforms for brands to share their voice with the world, Twitter has become a particularly popular setting for customer care inquiries. 80% of customer service requests on social happen on Twitter, and increasingly, customers and brands are harnessing Twitter’s Direct Message capabilities to reach out and respond to one another. Over the last 2 years, there has been a 250% increase in Tweets to brands and their customer service handles.

Since 2009, Sprinklr has been committed to helping companies improve their customer care capabilities. Today, we are proud to share Twitter’s latest features built to support social customer care teams: quick replies and welcome messages in Direct Messages.

This addition to our product will empower businesses to provide better, more expedient experiences for customers via Twitter.

The two new features allow for much quicker and relevant customer care through Twitter.

• Quick replies arm businesses with smart, strategic ways to reply to a Direct Message, whether by choosing from a list of options or guiding people on Twitter to enter specific text values.
• Welcome messages allow businesses to greet people and set expectations as they enter a Direct Message conversation—without people needing to send the first message.

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— Twitter Advertising (@TwitterAds) November 1, 2016

Quick replies guide the user interaction process, providing people on Twitter with a list of options to get resolutions faster. For example, a brand will be able to provide a list of specific issues for customers to choose from, like “payment problems” or “product question.”

With welcome messages, brands can make their care options more clear, and help the care process stay on-track and well organized.

When combined, these features can be used to reduce wait times and speed up the care process as a whole. Customers can share their issues more easily, allowing for quicker resolution from brands. According to McKinsey & Co, the cost per resolution via Tweets is 1/6th that of resolving through call centers.

With access to these enhanced automation experiences, Sprinklr customers can interact with customers on their terms, and brands can ensure they are providing relevant and timely service through Twitter.

Sprinklr’s fully-integrated platform gives enterprise brands a holistic view of each customer across more than 20 social channels. With this integration, brands will see customers’ Twitter Direct Message interactions alongside conversations on other channels like Facebook or LinkedIn.

At a time when 89% of companies are competing on the basis of customer experience, enhancements to customer care experiences make a big difference.

Learn more about this integration in Twitter’s blog post and our press release.