Using social media to engage with customers just got more attractive for SMEs following the launch of new direct engagement features on Twitter.
The social networking site announced on its blog overnight the addition of a direct message function as well as a customer feedback tool.
Businesses using the site will now be able to add an automatic call-to-action button to their tweets, providing readers the ability to send a direct message in response to a company’s tweet.
The deep links are available to use immediately.
Meanwhile the new customer feedback option opens up the avenue for customers to privately share their feedback with a business about their experience of its product or service offering.
Once the feature goes live, expected to be over the next several weeks, businesses will be able to receive valuable feedback from their customers by employing two prominent industry standard formats – Net Promoter ScoreSM (NPS®) and Customer Satisfaction (CSAT).