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Twitter introduces customer service bots in direct messages

Discussion in 'Twitter' started by GwenGwen, Nov 7, 2016.

  1. GwenGwen

    GwenGwen Junior Member

    Joined:
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    Interesting. I wonder how we could use this on a massive scale for account growth or conversion.

    https://blog.twitter.com/2016/speed...k-replies-welcome-messages-in-direct-messages

    tl;dr :

    Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation—without requiring people to send the first message. Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps. 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 let businesses prompt people with the best ways to reply to a Direct Message, whether by choosing from a list of options or guiding 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. 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.​