At Kustomer, we want you to be able to communicate with your customers over every channel. Providing an omnichannel experience for both customers and agents is the best way to build a strong relationship and increase your customers’ lifetime value. As part of this vision, we are happy to announce that we have integrated Twitter into our platform! Now, using Kustomer, teams can connect Twitter with all their existing channels to provide omnichannel support.
The Twitter integration will add two dedicated channels: Direct Messages (DMs) and @mentions (including likes). Teams can pick whether DMs, @mentions, or likes are brought into Kustomer for each connected Twitter handle. For example, a service-specific handle would want to receive notifications for likes, @mentions, and DMs, while a brand account might only need to take DMs into account.
From a service perspective, it’s crucial that both public mentions and DMs are part of an omnichannel conversation, with agents able to see the entire context of the conversation. With Kustomer, they can even follow up via email or any other channel, continuing the conversation that began with an inbound tweet.
In Kustomer, all incoming DMs and @mentions are in real-time, with no refresh needed—crucial for a platform where customers expect quick responses. Kustomer also displays the user’s location, handle, avatar, followers, verification status, and more, all in a single context card.
Understanding metrics around Twitter as a support channel is important as well. Team leaders can gain insight into their team’s and individual agents’ performance with Twitter Channel reports, making it easy to find areas that need improvement and informing best practices for other channels.
We gave some customers early access to this new integration, and we’re pleased to report that they’ve seen a lot of success—alongside an improvement in their overall customer experience. “We are enjoying having Twitter DMs in Kustomer,” says Jordan Donati, Glossier’s CX Operations Manager, “It is great to now be able to track what people are writing to us about and help our social team by taking DMs off their hands.
Twitter isn’t optional as a support channel for most businesses anymore: “We didn’t really decide to include Twitter as a support channel so much as our customers decided that it’s a place they want to be able to receive support!” Says Rich Lorenzo, Slice’s Customer Experience Manager, “Before the Kustomer integration I was pretty much single-handedly taking care of the customer issues that came through Twitter, which is obviously not a sustainable arrangement.” With Kustomer, Twitter has become a much more manageable service channel, “Now we can immediately route those support requests directly to the support team, which ensures our customers get the fastest possible response.”
Luckily, investing in social media as a service channel can yield real results for your business. Adding social media customer support for complaints can help increase customer advocacy by as much as 25%. And, Gartner predicts that by 2020, 90% of companies will be using social media for customer service. The sooner you start mastering your approach, the better your experience will be. So what are you waiting for? Start using Twitter with Kustomer, and give your customers the social service they deserve.
For more information, check out our Knowledge Base article.