CoTweet – CRM over Twitter

Given the popularity of Twitter, the accessibility and the instant quips one can make using Twitter, it’s probably the best channel to get a pulse of what your customers are thinking and saying about your product/service. This makes twitter chatter undeniably important for businesses to track and respond to, if they care about enhancing customer relationships. Enter CoTweet, a company that developed an online application that enables businesses to better track, manage and engage with customers on Twitter.

The CoTweet application can queue up direct messages (DM) or company related tweets in the inbox of particular customer service agents who can then respond to these tweets. Another neat feature is that clicking on a particular twitter user shows you all of the conversation history and additionally tagged notes for that particular user, so that a team member responding that that user has a good amount of context. It also provides a great user interface to manage the work flow. CoTweet could be even more effective if they addressed the following areas:

Metrics – It’s is important to understand trends, but it also important to understand the effectiveness of customer engagement on Twitter via CoTweet. Customer satisfaction should be measured though various events and quantified through metrics. One metric could track positive tweets by customers after they were served by company representatives. Another metric could track how one company is doing compared to another.

Integration – Companies have many channels through which they interact with customers. It would be great if CoTweet data can be published via an API so that it can be integrated back into an enterprise customer relationship application (like Siebel or Salesforce.com).

Related posts:

1. Salesforce.com Chatter – Yet another platform for Enterprise Social Networking