This week Twitter gave the businesses building on its Direct Messages platform a little gift. They can now request and share locations with the people they communicate with.
Twitter has been packing Direct Messages with some excellent features recently. Customer Feedback Cards, quick replies, and welcome messages, all recently built into the “canvas [Twitter is] providing for businesses to create great human- and bot-powered customer experiences.” Now, businesses can easily request and share locations with people – but it’s people who have complete control over the information they share.
As Ian Cairns, Product Manager at Twitter explained in a recent blog post,
People have complete control over the location information they share with a business. Businesses must first ask a person to share a location. That person can then choose to ignore the request, share a precise location, or pick a place name from a list – regardless of whether or not they are physically there.
Location is an important part of the context to offer great customer service. Twitter mentions the example of TGI Fridays, which “made it quick and easy to find a local store.” Using it, people are were able to find a store, make a reservation, or order, using only Direct Messages.
Sherif Mityas, TGI Fridays’ VP for Strategy and Brand Initiatives explained that
Twitter’s innovative tools enable us to create a digital experience that seamlessly allows people to engage with TGI Fridays while on-the-go
It’s no lie that being able to find a location is important to anyone looking for a brick-and-mortar business, and this feature will really businesses build location into their customer service tools. Twitter‘s new Direct Message APIs are currently in private beta, and will now include the feature.