A few weeks ago, we partnered with Twitter to announce our integration of two new features to help brands enhance customer support with cutting edge capabilities. We are excited to share that the Customer Feedback feature is available to Lithium customers today.
In case you missed our announcement, Customer Feedback is an easy-to-use survey tool, which allows brands to collect feedback in real-time. It allows brands to use two industry standard question formats: Net Promoter ScoreSM (NPS®) and Customer Satisfaction (CSAT) to get real-time feedback from their customers and bring a new dimension of customer data and social ROI to brands. Lithium Social Web supports this NPS format now and will support the CSAT format when Twitter releases it.
Brands have been seeking a way to easily offer customers a feedback mechanism that does not require extra steps from the customer. With this new feature, now they can do this seamlessly.
We also announced an additional feature that makes it easy for brands to help their customers move the conversation to Direct Message by using a deep link with a call-to-action button on the Tweet. This new feature allows agents to easily redirect customers to a private conversation so that private customer information can be gathered easily or escalated issues can be managed privately.
If you’re interested in learning how you can implement either of these features, we would love to hear from you.
Is your team fully harnessing social for powerful customer care? Download a complimentary copy of our latest eBook, “The Definitive Guide to Social Customer Service Success in 2016” to learn more.
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