Twitter has inadvertently become an environment for hostile interactions over the years from out of control harassment of users to skewering of companies and brands via public customer service tweets. However, two of the latest updates to Twitter are primed to make the experience on the social network more pleasant than ever.
Fight Back Against Bullies
Last week, Twitter introduced a new feature designed to fight back against bullying ad harassment on its network. Users may now customize their settings to opt out of receiving notifications from accounts they do not follow. Management of these settings is possible via settings as well as in the notifications tab for simple, easy to access and convenient management. This new feature may bring back a number of high profile Twitter users who have left the network over the years due to inordinate amounts of harassment they were previously unable to attend to. To add, a quality filter will filter out poorer quality content such as duplicate tweets, tweets from specific sources deemed suspect and tweets that seem to be automated. Users will still be in control, however, with the ability to manage these settings themselves.
Customer Service Moves to Private Messages
The very visible format of the customer service tweet has made Twitter a popular public forum for persecuting companies and brands. Twitter’s new customer service feature makes it possible for businesses to directly receive private messages from users via a new, mobile-only button, “Message”. The “Message” button is available for customer support specific-profiles so that businesses may conduct customer service in private as opposed to the established format of tweets exposed to the entire Twitter-sphere including other customers, potential customers and competitors. “Message” joins a suite of new website buttons available from Twitter to be embedded into company websites including “Hashtag”, “Mention”, “Follow” and “Share”. There is also a new option for “Featured” tweets to display on company websites.
If your business does not already have a single Twitter profile dedicated specifically to customer service, now is the time to take advantage of this opportunity. This will help your customer service team stay organized to attend all customers’ needs and help your marketing team stay on top of marketing-related content via your main Twitter profile. When you’re able to use the “Message” button, you’ll be able to handle customer service issues swiftly and privately for a completely new CRM experience on the platform.
What do you think of Twitter’s latest features? Is there anything else you’d like to see change?
