Monitoring how a brand’s perceived value, customer interaction and social position has never been more important and accessible in real-time. Hearing what customers have to say and interacting back to say thank you or to put out unexpected customer complaints is a tireless and up-to-the minute job. Customer’s are surely going to dislike or negatively promote a product on platforms like Twitter, and it’s a brand’s responsibility to mitigate the damage a bad review can have.
TwitSpark is a new CRM tool to provide customer service relationship managers the ability to easily monitor and provide support to customers via Twitter conversations. The application essentially “transforms your twitter account into a multi-user twitter marketing tool! “ When you have an account that is very popular or a brand that has a strong social foundation it can become difficult to monitor tweets that mention your brand. TwitSpark will “queue all tweets and allow you to tag, bundle, auto-reply, categorize, delegate, forward and follow-up”.
Founded by Davy Kestens, TwitSpark may be the Twitter-based CRM tool to take control over your Twitter conversations. By providing a tool that helps control brand perception, TwitSpark should be utilized by CSR’s to ensure brand positioning and social positioning remains on course. TwitSpark comes in various packages that range from $399/ month to $1349/month and is available via their website.