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.