Twitter announced today (Nov. 1) that it is rolling out two new features that make it easier for businesses to provide customer service via Direct Messages.
Using welcome messages and quick replies, businesses can now automate and guide conversations to efficiently engage with customers and speed up customer support. [See Related Story: Twitter for Business: Everything You Need to Know]
“These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter,” wrote Ian Cairns, customer service product manager at Twitter, in a statement.
Welcome messages work by immediately greeting customers as they start engaging with a business. To be exact, customers don’t even have to send the first message. All they have to do is open a Direct Message conversation and Twitter will automatically send the pre-set, custom welcome message.
“Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation,” Cairns said.
To personalize customer service, businesses can also create multiple welcome messages and link them directly to specific Tweets, websites and apps, Cairns explained.
Quick replies, on the other hand, is a guided, prompt-based system that automatically replies to customers as they engage with a business. It works by allowing customers to choose from a list of options or by sending specific keywords or phrases.
“When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them,” Cairns said.
Benefits include faster resolutions by resolving issues without waiting to speak to a representative, as well as saving time by gathering and providing information for the next available customer support agent. This is also an excellent tool for small businesses who have no or limited resources for 24/7, full-service customer support.
To start using these new features, the support settings page of Twitter Dashboard and set a default welcome message.