How-to Guide

How to Use Twitter to Reach Business Goals

Whether your business goals are to reduce costs, improve customer service or increase brand loyalty and sales, Twitter is still the place to be.

According to their blog, businesses on Twitter generate these impressive results:

  • 80% of inbound social customer service requests happen on Twitter.
  • Businesses on Twitter see cost per resolution that is ⅙ the cost of a call center interaction.
  • Word of mouth influences 50% of purchase decisions and scales like nothing else.
  • When a customer receives a response on Twitter, they’re willing to pay more for their next purchase.1

If you’re wondering how to best use Twitter for business, we recommend you start by integrating their new Customer Feedback feature with your customer service workflows. In fact, measuring Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) on Twitter should be one of your top priorities in 2017.

80% of inbound social customer service requests happen on Twitter.

Twitter’s New Customer Feedback Feature

Twitter Customer Feedback makes it easy for customers to privately share their feedback with a business after a customer service conversation. Businesses can use two industry standard question formats: Net Promoter Score (NPS®) and Customer Satisfaction (CSAT). With these two industry standard question formats, you can survey customers in a structured way to better measure and more importantly, improve your customer service. 2

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.

assets/uploads/images/resource_center-images/how-to-guides/How to Use Twitter to Reach Business Goals/CSAT Twitter_Page 20.JPG

Source: https://g.twimg.com/blog/blog/image/NPSFeedbackhalf_5.gif

The Difference Between NPS and CSAT

NPS charts your customer loyalty by asking a single survey question. 3 According to Frederick F. Reichheld who developed the NPS, “a single survey question can, in fact, serve as a useful predictor of growth.” That question is about “customers’ willingness to recommend a product or service to someone else.”

On the other hand, CSAT measures a customer’s satisfaction. “In its simplest form, CSAT is expressed as a percentage between 0 and 100, with 100% representing complete satisfaction.” 4 Like NPS, CSAT is often decided by asking a single survey question such as “How would you rate your overall satisfaction with the service you received?”5

Integrating this Feature

Leading social media marketing platform providers and Twitter Official Partners like Lithium are already making this feature available. Quickly add Twitter Net Promoter Score (NPS®) and Customer Satisfaction (CSAT) through widgets which instantly capture a customer’s post-resolution feedback. Results of these surveys are readily available, bringing a new dimension of customer data and social ROI to brands. With this new feature, there’s no better time than now to make your customer service even better on Twitter.

Once you’re fully integrated, check out our eBook, An Insider’s Guide to Measuring Twitter Customer Success, and make sure your brand is getting the most out of your Twitter customer service strategy.


1 https://blog.twitter.com/2016/making-customer-service-even-better-on-twitter-in

2 https://blog.twitter.com/2016/making-customer-service-even-better-on-twitter-in

3 https://support.zendesk.com/hc/en-us/articles/203759076

4 http://www.impactlearning.com/resources/metrics/customer-service-satisfaction-rate-csat/

5 http://www.impactlearning.com/resources/metrics/customer-service-satisfaction-rate-csat/

Get Lithium insights and best practices delivered to you.

Thank you for signing up!

Keep your eye on your inbox for insights and best practices from us.

Don’t miss out on key insights and best practices.