Twitter announced that it has updated Direct Message features for businesses, improving customer service offerings on the platform.
Twitter is a great tool for customer service – when it’s used right. And Twitter wants to make it easier for brands and developers to offer better customer service experiences for users, so it’s made several updates to its DM features. In terms of the customer experience, it introduced read receipts and typing indicators, so that users will know whether their messages have been read by a customer-service agent, or if someone is typing a reply.
Today we’re launching a number of new features to make customer engagements on Twitter better. 🙌https://t.co/gAi00MtfBE
— Twitter Dev (@TwitterDev) December 19, 2017
In terms of the brand/business experience, welcome messages can now be edited and named. So, businesses can use custom welcome messages when they create Direct Message Cards. These changes will certainly help brands better engage with and understand their followers better, and the automation they provide will help brands create better and more efficient customer care experiences.
Following the updates, Twitter also shared its “playbook” for developers who are starting to work with its DM platform. You can find it here.
You might also like
More from Twitter
Twitter Makes It Harder To Switch To Reverse-Chronological Feed
Twitter has made it harder to switch between the Latest and Home feeds in the app, with the algorithm-based feed …
Twitter Unveils New Monetization Tracking Dashboard For Creators
Twitter recently unveiled a new Creator Dashboard to help creators make the shift into monetized content creation.
Twitter Is Working On A New Podcast Discovery Tab
User reports show a new podcast discovery button placed within the sidebar menu and the lower navigation panel of the …
Twitter Expands Birdwatch Access To More Test Users
Twitter has announced updates for its Birdwatch crowdsourced fact-checking program, and a new testing group of random US users.
Twitter Rolls Out New Bot Labels To Identify Good Bot Accounts
Developers can take part in the initiative and identify their accounts as bots, displaying a label on their profiles and …
Twitter Expands Beta Access To ‘Safety Mode’ Anti-Abuse Tool
The tool, which automatically blocks abusive accounts for seven days, has been extended to users in a number of English-speaking …
Twitter Adds Three New Payment Options To Tip Creators
Twitter is adding three more payment methods to tip creators in Africa and India, as well as adding support for …
Twitter Is Working On A Feature That Lets You Tweet Select Users Only
Twitter may soon be launching Flock, a feature that allows users to select a group of up to 150 close …