Most of the social media networks have been using Messenger as their main customer service option, but Twitter has been able to attract more people with its unique features. To make customer service more interesting, Twitter has introduced new features to deal with the customers and provide good service to them. There are 3 new features that has been revealed by Twitter that have been specially designed to offer good customer service and engage into a businesses on this social media platform. Some of these features have been already available in Twitter, but now they have been updated further to make it more simple to the brands who want to handle customer service through Twitter. To use these new features you must access the menu Customer Support in the Twitter Dashboard.
1. Enable customer support- There is an option called as Provides support that can be selected and you can view it just next to the Twitter name. You will get a message button that will be included in your profile. This feature is mainly helpful for the brands who are managing multiple accounts which feature both marketing and support. It is one of the most important features that must be accessed first in order to use the remaining features in Twitter. This will make your customer support more interesting and also save both your time as well as customer’s time. Everyone who wants to use Twitter for customer service must use this feature to make it more effectively.
2. Support hours- Till now brands were able to add their available timing of support in the bio text. But now there is an option to make others to know your best time that would be perfect to send a tweet or Direct Message. There is a dedicated line that can be seen on top of the profile to use this feature. You must just select the option ‘Support hours’ in the Settings and enter hours as well as days that would be perfect for your business. There is an option to select the time zone by accessing drop-down box. By using this feature, the people who visit your profile will be able to know that you will be most responsive during the mentioned hours and will send you a tweet during this time only.
3. Welcome message- Adding the welcome message will help to attract more customers as soon as they see your profile and you can also express the way you want to help your customers with this simple message. The welcome message will appear when people will send you a Direct Message from your Twitter profile. There are also special options available in Twitter that can be accessed only by particular brands that helps to send Quick Replies to their customers. With this option you will be able to display automatic message asking for little more information about the customer query before you can handle the, directly with useful information.