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© ServicePlease!de
{
Twitter &
Customer Care How changes to Direct Messaging will change customer service
May 2015
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Many Dedicated Handles
Random twitter search for ‘help’ or ‘care’
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Love / Hate relationship
Some love to let off some steam
Others hate to have all see that steam
How much personal information to
exchange publically
Moving to Direct Messaging (DM) is
awkward
Follow me, follow you
“I did, now you”
Twitter & Customer Care
© ServicePlease!de Random Twitter search
© ServicePlease!de Random Twitter search
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{ • Following one
then the other is a
barrier
• Many don’t
understand
‘following’
• Fails in many
instances
Make this easier!
Random Twitter search
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https://blog.twitter.com/2015/easier-than-ever-to-have-private-conversations
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Opt-in
Allows anyone to send a DM to you
You can reply as DM without following
If you delete a DM then all further DMs will
not be delivered
Individuals may not want this
Companies should consider activating
Blocking a user can prevent spam
How does it work?
https://support.twitter.com/articles/14606-about-direct-messages
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{ Go to settings –
security – privacy
and turn on
‘Receive Direct
Messages from
anyone’
How to turn on DMs?
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{ • DMs are ‘private’
• Be ready
• Triage, Process &
Respond
• Spam still exists
• Remember the
regular tweets
What could go wrong?
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Social
Customer
Care
Optimize the DM flow
Direct
Message
@ Tweets
Business
logic,
prioritize &
assign
Triage Process Respond
And/
or
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Channels, Messaging & APIs
https://www.linkedin.com/pulse/channels-
messaging-apis-andrew-maher
Digital Enterprise
https://www.linkedin.com/pulse/digital-
enterprise-andrew-maher
More information
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I am on a mission to get companies on
track in providing excellent customer
service via digital channels
Want to know more? Check out:
Twitter @serviceplease20
About.me/andrewfmaher
http://de.linkedin.com/in/andrewfmaher
About Andrew Maher
© ServicePlease!de
CAN I GET SOME
ServicePlease!de
