There’s no denying that twitter has evolved over the past few years, what once was the platform used by celebs to give us short snippets of their daily life is now one of the most powerful social media platforms on the web today, both from a userbase and indeed a marketing perspective.
Have you ever told someone about a problem you’re having with your bank, local supermarket, or builder (or any other service!), or said how much you wish you could pass on good feedback to your favourite local business, whether it be to tell them how delicious their bread is, or to tell them how their Android TV Box has revolutionised the way you watch TV?
Chances are, at least one person you’ve mentioned this to has said “Tweet them” – it’s becoming more and more common to tweet a business for customer support or after-sales feedback, rather than picking up the phone to discuss the problem.
The biggest trouble with tweeting a business is, a tweet is public, you can’t give account details or any personal information for them to look into your case, there’s no doubting you’ll get a fast response if you are tweeting bad feedback, after all, public perception of a business is a massive factor in how a business is marketed – bad feedback = bad business.
The guys at twitter thought about this, and included the DM function, essentially sending a private message to the twitter account, rather than displaying it in public, DMs also allow for more text, so it can be easier to get your point across, much like an email.
So, what has this got to do with the new embedable DM button? Well, quite simply, as a business, you want any negative feedback to be in private, letting a company DM you keeps the feedback behind closed doors – you may very well provide an email address or contact form on your website but emails have potential to bounce or have other issues, if this happens then your customer may take to twitter – if you embed the DM button on your website, you’re giving your customers a means to contact you which they know, understand, and most importantly, trust.
Will you be using the new DM embed? We’re considering the pro’s and cons of this before taking the plunge, but for now, it seems to be all pro’s and very very few cons.
So if you’re a digital business, or have a website presence, and a social media presence, combine the 2 with an embeded DM button, letting users message you through Twitter, direct from your website.