Twitter announced new features that give businesses the ability to better automate customer service.
“These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter,” wrote Customer Service Product Manager Ian Cairns in a blog post.
First up, the welcome messages tool lets businesses deliver welcome messages whenever a customer or prospect initiates a DM conversation. Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites or apps. For instance, a brand can send one greeting to customers who initiated a DM stream via their website and another separate message for those starting a conversation through an app.
The second feature, quick replies, give businesses the ability to offer customers and prospects a list of options for communicating with the company via DM, such as, for example, “What’s the status of my order?” “Ask a question,” or “Talk with an agent.”
“When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them,” Cairns wrote. “For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.”
