Twitter Direct Messaging Changes and Customer Care

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{

Twitter &

Customer Care How changes to Direct Messaging will change customer service

May 2015

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Many Dedicated Handles

Random twitter search for ‘help’ or ‘care’

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Love / Hate relationship

Some love to let off some steam

Others hate to have all see that steam

How much personal information to

exchange publically

Moving to Direct Messaging (DM) is

awkward

Follow me, follow you

“I did, now you”

Twitter & Customer Care

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© ServicePlease!de Random Twitter search

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{ • Following one

then the other is a

barrier

• Many don’t

understand

‘following’

• Fails in many

instances

Make this easier!

Random Twitter search

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https://blog.twitter.com/2015/easier-than-ever-to-have-private-conversations

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Opt-in

Allows anyone to send a DM to you

You can reply as DM without following

If you delete a DM then all further DMs will

not be delivered

Individuals may not want this

Companies should consider activating

Blocking a user can prevent spam

How does it work?

https://support.twitter.com/articles/14606-about-direct-messages

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{ Go to settings –

security – privacy

and turn on

‘Receive Direct

Messages from

anyone’

How to turn on DMs?

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{ • DMs are ‘private’

• Be ready

• Triage, Process &

Respond

• Spam still exists

• Remember the

regular tweets

What could go wrong?

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Social

Customer

Care

Optimize the DM flow

Direct

Message

@ Tweets

Business

logic,

prioritize &

assign

Triage Process Respond

And/

or

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Channels, Messaging & APIs

https://www.linkedin.com/pulse/channels-

messaging-apis-andrew-maher

Digital Enterprise

https://www.linkedin.com/pulse/digital-

enterprise-andrew-maher

More information

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I am on a mission to get companies on

track in providing excellent customer

service via digital channels

Want to know more? Check out:

Twitter @serviceplease20

About.me/andrewfmaher

http://de.linkedin.com/in/andrewfmaher

About Andrew Maher

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CAN I GET SOME

ServicePlease!de