Twitter this morning is launching a new customer service feature for businesses using its service, which will allow agents to respond to direct messages using custom profiles. That is, their names and profile pictures will display when they are engaged in conversations with customers, instead of the company’s Twitter photo and name. The idea is to give these service interactions a… Read MoreCustomer Service
Twitter this morning is launching a new customer service feature for businesses using its service, which will allow agents to respond to direct messages using custom profiles. That is, their names and profile pictures will display when they are engaged in conversations with customers, instead of the company’s Twitter photo and name. The idea is to give these service interactions a… Read More
Twitter has been expanding the customer service side of its product, with recent additions including a Customer Service settings page for businesses. Today it’s adding a couple more features — namely, an automated welcome message that shows up whenever a customer starts a Direct Message conversation with a business’ account, and “quick replies” that ask the… Read MoreTwitter unveils new options for customer service
It’s a classic Twitter conversation: Someone complains about a bad experience with a company, then the business responds, promising to make things better. But is that actually an effective use of the company’s time? It is, according to a new study conducted by Twitter in collaboration with Applied Marketing Science. Specifically, Twitter says that when a customer tweets at a… Read MoreTwitter study says that responding to tweets pays off for ...
In the 1970s, CFOs sat with CEOs and devised ways for upset consumers to not be able to get compensation easily. They put up automated phone systems and arcane and inflexible policies and rejoiced at how little the company had to “give up” to complaining customers. And this system worked… until social media gave every average “Joe” the same power as society’s… Read MoreBots, Messenger and the future of customer service
In the 1970s, CFOs sat with CEOs and devised ways for upset consumers to not be able to get compensation easily. They put up automated phone systems and arcane and inflexible policies and rejoiced at how little the company had to “give up” to complaining customers. And this system worked… until social media gave every average “Joe” the same power as society’s… Read MoreBots, Messenger and the future of customer service
If you’re the kind of person who likes to talk to businesses on Twitter, the company is rolling out some new options to improve those interactions. First, businesses can now add a “send a private message” button to their tweets. So you might start a conversation with a business via public tweets, but at a certain point they can ask you to move to direct messaging with just… Read MoreTwitter’s New Customer Service Features Make It Easier To Send ...
Today at the DLD conference in Munich, Germany, the CEO of Facebook-owned WhatsApp made a couple of big announcements about how the messaging app plans to evolve to its next phase as it approaches 1 billion users: the company plans to drop its $0.99 annual subscription fee, and it will start to test out more commercial services — specifically a B2C business for companies to… Read MoreWhatsApp Ditches $1 Annual Fee, Tests Business Accounts But No ...
Twitter is on double time these days when it comes to rolling out new products and pressing ahead under new CEO Jack Dorsey — a strategy that will likely get a decent gust of air tomorrow during the company’s Flight developer conference. In the meantime, TechCrunch understands that one area where Twitter wants to do more in the future is in B2C business tools, and… Read More