Twitter’ is giving direct messages a boost that businesses will appreciate.
The microblogging platform is launching two new features — quick replies and welcome messages — to help brands to create a full-service experience.
“Welcome messages enable businesses to greet customers as they enter a Direct Message conversation, meaning the customer does not have to send the first message,” customer service product manager Ian Cairns said in a blog post.
“Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps,” Cairns said. “Welcome messages help businesses demonstrate their commitment to service and help people learn what options exist to engage with a business in Direct Messages.”
Quick replies, meanwhile, enable brands to prompt people with the best ways to answer a Direct Message, for instance, by selecting from a list of options or by leading users to enter specific text values.
“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. “For example, they can enable faster resolutions by helping customers more easily provide information to solve problems before an agent sees the first message, or they can simplify automated services and transactional flows that were difficult in the past.”
The features, which launched this week, are available on the latest version of the Twitter app.
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