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’ve said that, I believe Twitter’s famous Bluebird is living up to its name. For many years and across various cultures, the ‘Bluebird of Happiness’ has stood for a good sign that good luck is on the way. For a company known for its popularity, though not always its profits, I predict that this new change from Twitter is a sign of many positive things ahead.
Social and mobile customers have used Twitter for years to express their frustrations, connect with brands, and find solutions. Now that this platform is well established, Twitter is recognizing the hidden value of its channel, seeing it not just as a workable support option but frequently as the go-to 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.