ways to improve Twitter support

5

Why is Twitter support important?

62%Consumers used social media for customer service

15%Businesses that fail to respond via social media caused a 15% increase to the churn rate

http://www.gartner.com/newsroom/id/2101515Source

Here’s how you can use Twitter with your Freshdesk support portal

Stream tweets into your support portal to avoid switching to a new tab every time you have to reply to a tweet

Convert tweets into tickets so that you can keep track of conversations right from your portal

Monitor all your Twitter pages and topics of interest in a single page

#REPLYFASTER

Solve problems at a rate faster than the speed of light by filtering out the noise and focussing

only on the tweets that matter.

Separate out only the support tweets to reply faster

#ASSIGNTEAM

Set up automation rules to automatically assign tweets with specific keywords to

specific teams.

Assign every tweet to the right team, so the right people answer the queries

#MAKEITPERSONAL

Without context, it is easy to sound like a bot in your Twitter replies

Provide agents with access to contact info and conversation history to personalise the conversation

#MAKEITPERSONAL#GETPROACTIVE

Listen to conversations about your brand to determine what your customers really feel

about you.

Even if the tweets are not directed at you, listening to conversation around your brands

gives you useful feedback

#STAYINFORMED

Stay well informed of the latest updates in your industry and what your competition’s

upto by monitoring specific keywords.

Knowing what your competitors are saying on Twitter, will help you make more informed

support decisions

NEW COLLECTIONSPRING 2014

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