Twitter today announced two tools that could help brands improve their customer service workflows on the social network.
As of today, businesses that use Twitter can have deep links to direct messages show up underneath the tweets they send to customers.
“Direct Messages are a great way for customers to have a private conversation with a business. Customer service conversations often start in Tweets, but then need to transition to a private channel when personal information is required. We’re making that transition as easy as a single click,” Twitter product manager Ian Cairns wrote in a blog post.
And, in the next few weeks, Cairns wrote, “select brands” will get access to a new feature called Customer Feedback, which will allow businesses to have customers rate their interactions with brands in private direct messages.
Twitter getting closer and closer to replacing email…