Micro-blogging website Twitter on Wednesday rolled out quick replies and welcome messages in Direct Messages to speed up customer service and enhance the conversational experiences between businesses and people online.
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.
“Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation without requiring people to send the first message,” said Ian Cairns, Customer Service Product Manager, Twitter, in a blog post.Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps.
“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 added.
People with the latest version of Twitter app can see these features in Direct Message conversations with accounts like @EvernoteHelps, @PizzaHut, @AirbnbHelp, @SpotifyCares, @NortonSupport, @Tesco, @TfLTravelAlerts, @WeatherNetwork, and @AirTailor.
Twitter recently has been seen launching several features and supports for small scale business owners. The company earlier this year also launched Twitter Dashboard” — an app to increase the engagement of business accounts.
“Available on web and iOS version, Dashboard includes features that have popped up in other Twitt products in the past. In both versions, Twitter guides you through a quick process to create a custom “About You” feed tailored to show tweets about your company or business,” Technology website Engadget reported.