Three years back, Jack Dorsey drew a prototype for short communication service in his flip-pad when he was working for Odeo, a podcasting company. I don’t think he would have realized it then that this going to be a rage in 2009. Not even when Biz Stone and Evan Williams joined him to start a company in 2006. Not even when Biz made his first Tweet…
Twitter, officially called as a micro-blogging service, is a social media platform where people communicate with each other in 140 characters. If you think what 140 characters can do, it helped a guy to win an election, it’s being used to teach students in universities,it gathered a whole nation for a protest, some one used it to report live from Mars and a country tracked their worst terrorist attack in it. Twitter has officially become the most popular communication platform beating out email and SMS…
So what? Why Twitter in a customer support software?
Twitter has become a way of expression. It is the best place to show that you are happy or sad to all of your friends through a single click. So if a person is not happy about the product he recently bought, in good old days he would have told his close friends and the time for the bad news to travel is more. Now, he goes and makes a simple update in Twitter – Result: The news travels faster than light. And believe me, if his update is funny, there will numerous retweets (an option to repeat the message of another person) and if the person is celebrity, you can pack your bags.
Dell, Comcast, Starbucks have wonderful twitter strategies in the recent times. There are dedicated support staffs in Comcast to track the customer tweets (whether it’s good or bad) and try to solve their problem if they have any. Other brands using Twitter to get close customers are Jet Blue, The Home Depot, Whole Foods, Southwest Airlines, Popeyes and the list is growing. Salesforce, Parature and many On-Demand service providers have embraced Twitter as another communication channel.
How does SupportCenter Plus integrates Twitter?
As you know SupportCenter Plus is a web based customer support product and it provides the leverage to integrate Twitter in a wonderful way. SupportCenter Plus will allow you to search 5 different search tags in Twitter. When you want a particular tweet to be made as a ticket, it can be selected and made as a ticket. The reply to the ticket can be done as a Tweet back to the customer.
What if I want to send him a Private Message?
If you want the customer’s number or contact details, you can also use the Direct Message feature of Twitter to send a private message to the customer.
What do I need?
A twitter Handle – Go to www.twitter.com, create an account for yourself or your company, start Tweeting and I bet you will be amazed at the amount of conversations happening about your brand or industry. If you already have one, go to the Admin page in SupportCenter Plus and configure…
So what are you waiting for, Support your customers in 140 characters or less and enjoy the chirpy Tweet bird’s magic
PS: 1.Twitter Integration is available from the latest build of SupportCenter Plus. Go to www.supportcenterplus.com to download.
2. A funny video to end.. A couple updating Twitter immediately after their marriage. If you think people are crazy, believe me your customers will also be crazy about Twitter. We too are crazy about this new feature… How about you?
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