5 ways to improve twitter support
TRANSCRIPT
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ways to improve Twitter support
5
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Why is Twitter support important?
62%Consumers used social media for customer service
15%Businesses that fail to respond via social media caused a 15% increase to the churn rate
http://www.gartner.com/newsroom/id/2101515Source
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Here’s how you can use Twitter with your Freshdesk support portal
Stream tweets into your support portal to avoid switching to a new tab every time you have to reply to a tweet
Convert tweets into tickets so that you can keep track of conversations right from your portal
Monitor all your Twitter pages and topics of interest in a single page
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#REPLYFASTER
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Solve problems at a rate faster than the speed of light by filtering out the noise and focussing
only on the tweets that matter.
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Separate out only the support tweets to reply faster
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#ASSIGNTEAM
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Set up automation rules to automatically assign tweets with specific keywords to
specific teams.
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Assign every tweet to the right team, so the right people answer the queries
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#MAKEITPERSONAL
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Without context, it is easy to sound like a bot in your Twitter replies
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Provide agents with access to contact info and conversation history to personalise the conversation
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#MAKEITPERSONAL#GETPROACTIVE
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Listen to conversations about your brand to determine what your customers really feel
about you.
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Even if the tweets are not directed at you, listening to conversation around your brands
gives you useful feedback
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#STAYINFORMED
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Stay well informed of the latest updates in your industry and what your competition’s
upto by monitoring specific keywords.
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Knowing what your competitors are saying on Twitter, will help you make more informed
support decisions
NEW COLLECTIONSPRING 2014
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Improve your Twitter support with Freshdesk
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