Supporting customers through Twitter is a whole different ball game. This deck covers ways to provide fast, personalized and contextual replies to customers.

1. ways to improve Twitter
support
5

2. 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

3. 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

4. #REPLYFASTER

5. Solve problems at a rate faster than the speed
of light by filtering out the noise and focussing
only on the tweets that matter.

6. Separate out only the support tweets to reply
faster

7. #ASSIGNTEAM

8. Set up automation rules to automatically
assign tweets with specific keywords to
specific teams.

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

10. #MAKEITPERSONAL

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

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

13. #MAKEITPERSONAL
#GETPROACTIVE

14. Listen to conversations about your brand to
determine what your customers really feel
about you.

15. Even if the tweets are not directed at you,
listening to conversation around your brands
gives you useful feedback

16. #STAYINFORMED

17. Stay well informed of the latest updates in
your industry and what your competition’s
upto by monitoring specific keywords.

18. Knowing what your competitors are saying on
Twitter, will help you make more informed
support decisions
NEW COLLECTION
SPRING 2014

19. Sign up for free trial
Improve your Twitter support
with Freshdesk
freshdesk.com/signup