Twitter unveils new choices for customer support

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Twitter has been increasing the customer support aspect of its product, with current additions together with a Buyer Service settings web page for companies.

Right this moment it’s including a pair extra options — particularly, an automatic welcome message that reveals up at any time when a buyer begins a Direct Message dialog with a enterprise’ account, and “quick replies” that ask the shopper to get extra particular about their request earlier than the dialog begins.

For instance, I opened a DM window with the Evernote customer support account, and earlier than I even despatched something, I used to be greeted with a “Hi there!” and requested to specify whether or not I used to be checking on the standing of an present ticket, asking for technical assist or submitting a function request.

This ought to all really feel fairly acquainted from different web sites and customer support interactions, nevertheless it may assist companies acquire buyer info and route requests correctly, which in flip may make them extra environment friendly at offering assist on Twitter.

Evernote DM

In an organization weblog submit, Twitter Product Supervisor Ian Cairns stated:

When fast replies and welcome messages are used collectively, companies can scale back wait instances and educate folks on one of the best methods to work together with them. For instance, they will allow quicker resolutions by serving to clients extra simply present info to unravel issues earlier than an agent sees the primary message, or they will simplify automated companies and transactional flows that had been troublesome previously.

In addition to Evernote, manufacturers which might be already utilizing welcome message and fast replies embrace Pizza Hut, Airbnb and Spotify. Twitter says companies can even entry these new options via third-party software program like Lithium and Sprout Social.

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Désiré LeSage

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