Twitter this morning is launching a new customer service feature for businesses using its service, which will allow agents to respond to direct messages..
Twitter this morning is launching a new customer service feature for businesses using its service, which will allow agents to respond to direct messages using custom profiles. That is, their names and profile pictures will display when they are engaged in conversations with customers, instead of the company’s Twitter photo and name. The idea is to give these service interactions a more personal feel, so customers know they’re talking to a person and not a bot.
The first business to adopt the new feature is T-Mobile, which has been at the forefront of personalizing the customer service experience, Twitter explained. T-Mobile was one of the first to use customers’ real names and customer service agents’ initials in tweets, for example, and last year it began adding agents’ pictures and names to its tweet replies by linking to custom bio web pages for each of its agents.
Starting today, the account @TMobileHelp will be the first to be able to use the new custom profiles in its Direct Messages (DMs) as well. However, Twitter tells TechCrunch that others businesses will roll out the feature soon.
Customer service agents can also get creative by adding emoji to their Twitter names, which do display in group DM conversations.
