It’s business time
Twitter has a new feature to help users connect with your business, one that may prove especially helpful if you use Twitter to field customer service questions. Even if you don’t, Twitter’s new embeddable direct message (DM) feature might make you consider it.
Less hoops to jump through
The Twitter direct message button on your site will allow users to contact you via Twitter. Without the button, users would have to log onto Twitter and look up your handle, causing them to stray away from your site.
Your site may already have a button for contacting you by email, but this can sometimes slow down the process on the user end.
I myself have often had problems using contact buttons on websites because they tend to open to my computer’s default email program, which I don’t use. Sites sometimes fail to list their email address, relying solely on a contact button. As a result, I’ve installed my computer’s email program simply so that I can copy and paste required email addresses into my Gmail. It’s a hassle, and at times I’ve decided not to bother making contact.
In other words, the fewer steps required to contact you, the more contacts you’ll get.
Plus, a lot of people these days prefer the flow of social media sites to email.
Direct access to customer service
Twitter can be especially helpful for the back-and-forth conversations required for customer service requests and troubleshooting.
But unlike a regular Twitter post, which is public, the new DM button sends a private message.
While handling customer service requests publicly on Twitter can show your customers that you are accessible, these conversations are subject to Twitter’s word limit, and if you’re dealing with a disgruntled customer, that can make your business look bad.
Plus, a lot of customer service conversations end up moving to direct messaging anyway as representatives request private information from customers.
Look for this new features under “Twitter Buttons.” Type in your handle and your numerical ID (which is listed in your settings), and Twitter will auto-generate a code that you can paste onto your site. Be sure to change your Twitter security and privacy settings to allow anyone to send you a direct message.