We think it’s a great bonus for companies, especially those dealing with continuous inquiries related to customer service and support issues.
Metuchen, NJ (PRWEB) July 12, 2011
MediaRoost today announced that its enterprise Twitter platform, TweetRoost, now supports tweets beyond Twitter’s 140 character limit. This feature is especially useful for organizations utilizing TweetRoost and the Twitter platform for customer service, support and social CRM initiatives.
A recent study conducted by Altimeter Group indicates that investments in building a scalable social CRM system connecting the social web to their customer database is not only growing (nearly doubling from 2010 to 2011), but essential to the future success of every brand.
With nearly 200 million users, Twitter is increasingly becoming a service and support channel for all types of companies. Comcast, Dell, Southwest Airlines and Zappos have pioneered the use of Twitter for all aspects of customer service and support. Since Twitter only allows 140 characters, it can be challenging to engage with customers and prospects and answer in-depth questions without switching to phone or email. The availability of 140-plus character tweets in TweetRoost – which automatically generates a link and redirects to a dedicated Web page – makes it easy for service and support personnel to offer detailed responses.
“We think it’s a great bonus for companies, especially those dealing with continuous inquiries related to customer service and support issues,” explained Mark Krieger, President of MediaRoost. “They’ll just type out their tweet regardless of its length, and for the recipient if it’s over 140 characters, a link will appear at the end of the tweet, redirecting to a page with the complete text.”
An enterprise Twitter management tool, TweetRoost allows departments and groups to archive all incoming and outgoing tweets, mentions, messages and saved searches. With TweetRoost users can set up automatically running search monitors for particular hashtags or keywords. The results are permanently saved in the TweetRoost database. The Web-based service provides Twitter functions along with many advanced features such as roles, permissions, internal communications, message threading and scheduling. It is designed for departments within large organizations (sales, marketing or customer service departments), and agencies (marketing, advertising and public relations) that manage one or more Twitter profiles.
MediaRoost, based in Metuchen, New Jersey, is a social media startup serving clients in the CRM, sales, marketing and public relations industries. With prior experience in programming and CRM software, the company’s focus is to help individuals and groups efficiently manage and monitor their social media presence. For more information on MediaRoost, visit http://www.MediaRoost.com or follow us on Twitter at http://twitter.com/mediaroost.