Just In
- 34 min ago WhatsApp Introduces Passkey Support for Enhanced Security on iOS – Here’s How To Set It Up
- 38 min ago Infinix GT 20 Pro Launch Confirmed: Full Specifications and Pricing Leaked Ahead of Time
- 1 hr ago Honeywell Trueno U5100 Review: Quality Audio Meets Comfortable Design at an Oh-So Reasonable Price
- 1 hr ago Sennheiser Momentum True Wireless 4 Earbuds Launched in India: Check Price, Features, Availability
Don't Miss
- News Sharad Pawar's NCP Manifesto Highlights: Calls For Caste Census, Bats For Farmer And Women Welfare
- Automobiles Price Hike Alert: Jeep & Citroen Cars To Become More Expensive In India
- Finance Mark Zuckerberg's Meta Reports Record Q1 Profit Surge, Projects AI Investments This Year; Stock Slumps
- Movies Tillu Square Box Office Collection Day 28 Prediction: Ahead Of OTT Release, Siddhu's Film Continues Good Run
- Sports PAK vs NZ Dream11 4th T20I: Squads, Fantasy Tips & Best Picks for Pakistan vs New Zealand fourth match
- Education UPSC CAPF 2024 registration begins; Apply online for 506 Assistant Commandant posts, Know more
- Lifestyle Exclusive: On World Malaria Day 2024, Dr Shares Danger Signs Parents Must Watch Out For In Child With Malaria
- Travel Escape to Kalimpong, Gangtok, and Darjeeling with IRCTC's Tour Package; Check Itinerary
Get 'personal' for better customer loyalty: Twitter
Brands that get personal in customer service interactions do far better than those that keep it businesslike, a study by Twitter said.
When it comes to customer service, authentic humanity works very well, it said.
"Customers are really looking for a humanised connection. They want to feel that they are talking to a real person and having that personalisation helps add that component," Twitter research manager Meghann Elrhoul was quoted as saying in a Marketingland.com report.
SEE ALSO: Samsung Galaxy Note 5 Now Officially Launched: Top 10 Latest Phablets Rivals
"This is an easy step that brands can take to forge the relationship," she said.
The comparison, drawn from a survey of 14,000 people who engaged with brands' customer service Twitter accounts, is stark.
When brands created personal interactions -- defined as conversations that included the customer's name and the customer service representative's signature in tweets 77 percent of those customers were likely to recommend the brand.
On the other hand, when the interaction was not personal, 66 percent said they were unlikely to recommend the brand.
Customers were also 19 percent more likely to reach a resolution and 22 percent more likely to be satisfied after personalised conversations, the study said.
SEE ALSO: 10 Things To Watch Out Before Buying A Cheap Tablet
"We have seen that in some of our focus groups that consumers will, before they interact with a brand, go to a brand's Twitter page to see how they are interacting with consumers," Elrhoul said.
"They see that brands are doing it and doing it right, so they know they will get the response they are looking for," she said.
Customer service interactions are accelerating on Twitter. The company reports a 250 percent increase in such conversations in the last two years.
Source IANS
-
99,999
-
1,29,999
-
69,999
-
41,999
-
64,999
-
99,999
-
29,999
-
63,999
-
39,999
-
1,56,900
-
79,900
-
1,39,900
-
1,29,900
-
65,900
-
1,56,900
-
1,30,990
-
76,990
-
16,499
-
30,700
-
12,999
-
11,999
-
16,026
-
14,248
-
14,466
-
26,634
-
18,800
-
62,425
-
1,15,909
-
93,635
-
75,804