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Proactive Customer Service in Twitter - Real-Time Search in Conversocial

By Anna Drennan on Oct 19, 2011 5:58:00 PM

In Facebook, most discussions about you that take place off your page are private, and you can’t get involved - people do not expect a response. In Twitter however, the default is that tweets are public. Your customers might not be conscious of your existence on Twitter, but you could still offer help in response to their publicly vented frustrations.

Today, paid Conversocial account holders can set up bespoke search terms for relevant keywords in Conversocial. Each search becomes an inbox queue making it easy for you to track exactly which tweets you've seen, assign tweets to follow up, add notes, reply in-line and more. We'll be rolling out Twitter search to free Conversocial accounts in the coming weeks, with a limited number of search options. 

The searches use Twitters real-time APIs to pick up on things instantly. A new search won’t automatically pull in historical data, but hitting refresh will pull in all tweets – updated to the last few seconds.

Team accounts can have up to 5 bespoke search terms per Twitter account, and Enterprise accounts can have up to 10. When rolled out, free accounts will have 1 per Twitter account.

Follow us on Twitter here

Topics: Best Practices, Conversocial, Technology, Twitter

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