GoResponse Telephone Answering Service Staff

Analytics are essential for filtering out irrelevant tweets

Twitter-BirdTwitter is a phenomenon that is not going away any time soon, and many call centres have had to jump on board the social media site to connect with their customers. However, Twitter is vast and often has a huge number of tweets that aren’t relevant to telephone answering services at all. For this reason, it is vital to use some form of analytical tool so valuable time isn’t wasted.

Although it might be impossible for individuals to see every tweet, analytics can be programmed to listen to every tweet, even those that might be bypassing a company’s Twitter handle. This is because tools allow the broadening of tweets. This means that if customers don’t include an “@” sign in their tweet, companies can still find them.

In addition, analytical tools have the ability to identify relevant and actionable tweets, enabling agents to be shown a limited workload. This avoids people having to sort through spam and waste their time.

One important tip for analysing Twitter is to sort tweets into both poor and good service categories. This allows executives to dig deeper into Twitter and find out what people are saying about specific topics. Finally, it is also important to look at tweets based on their intention. For example, sort whether people are looking for help, want to complain, or have a question about products and services. Analytics can help drive the right action and provide companies with a way to offer better customer services.

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