Twitter Inc (TWTR)

[MissionIR]

Twitter Will Automate Brands’ Customer Service Dms With Welcome Messages, Quick Replies

http://dtn.fm/Gq6qY

Twitter's new welcome messages and quick replies help brands automate their direct message conversations with customers.

Have you been paying attention to the battle between Twitter and Facebook Messenger to serve as marketers’ favorite social customer service channels? If no, click here and here. If yes, scroll down.

To make messaging businesses through social networks feel less like navigating the DMV’s website, Facebook Messenger and Twitter have turned toward automated guides. In April, Facebook Messenger introduced welcome messages that brands could use to tell people why they might want to privately message a brand, and how; it also debuted chat bots that, in part, are meant to do for customer service what ATMs did for banking. Now it is Twitter’s turn.

Twitter is starting to roll out its own ways for brands to automatically greet people who direct message (DM) them and handle at least part of the conversation through a series of preset messages, but only when people start those conversations in the most updated version of Twitter’s apps.

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