Twitter tests custom profiles for customer service DMs

25 February, 2017, 00:15 | Author: Alicia Barber
  • Twitter's customer support profiles show you're chatting with a human, not a bot

The new feature started rolling out on Wednesday and should already be available to businesses worldwide.

The feature basically allows a company to identify its human representatives. Thus, when you message a customer support account of a company on Twitter, the new custom profile on the text bubble will show up. It will include info such as the agent's real name, job title, and a profile pic.

During its introduction, Twitter partners with T-Mobile.

It seems that the micro-blogging website, Twitter Inc (NYSE:TWTR), is planning to improve its game as it is reportedly launching a new customer service feature for companies which are using its services.

Cairns pointed out that T-Mobile began adding agents' pictures and names to replies on Twitter previous year, linking users to those agents' custom biography pages. Twitter is accepting requests from interested parties, though, so we'll likely see more companies take advantage of what it can do in the future.

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Twitter's research showed that by providing personalized customer experiences through a human connection could offer significant benefits for businesses. Of those who had an impersonal interaction, 66% are unlikely to recommend the brand. When you direct message a customer support account on Twitter, the new custom profile will pop up next to the text bubble in a reply. (TWTR) is trying to humanize direct messaging for companies, enabling businesses to create profiles so they can prove they are humans, and not computers, dealing with a customer complaint.

This new feature is still in private beta.

Twitter's direct message APIs are now in private beta.

When it comes to the telco industry, Twitter found out that customers would be willing to pay up to $17 more for their monthly phone plan if they get a response to their inquiry within four minutes, while if they have to wait for more than 20 minutes they would only be willing to pay $3.52 more. Some brands answer within an hour while others respond in 221 hours.



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