Last week, Twitter announce two new features to create better conversational experiences between businesses and people on their platform. Twitter quick replies and welcome messages in Direct Messages make it easier for your business to guide people to better results and easy conversations through a combination of simple automation and human service.
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.
— Twitter Advertising (@TwitterAds) November 1, 2016
Welcome messages helps your business greet people and set expectations as they enter a Direct Message conversation – without requiring people to send the first message. You can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps. Welcome messages help you demonstrate your commitment to service and helping customers learn what options exist to engage with a business in Direct Messages.
Quick replies allows you 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, you 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.
Connecting Brands and Consumers
Companies including Evernote and Pizza Hut are launching new experiences in Direct Messages that make use of these features.
At Evernote, it is very important to us that we provide the best possible experience across our channels. We are excited about the new features Twitter has developed. The ability to welcome our valued customers and capture their issues before they contact one of our agents helps to streamline the process, accelerate resolution time and reduce customer effort. – Gerald Hastie: Director of Global Customer Service at Evernote
The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favorites from Pizza Hut. We are constantly pursuing ways to simplify our ordering experience. This platform allows our consumers to quickly order or get information within Twitter where they are already spending a great deal of their time. – Baron Concors: Global Chief Digital Officer at Pizza Hut
If you’re interested in creating automated experiences in Direct Messages for your business, Twitter worked closely with Assist, Audiense, Conversable, Conversocial, Dexter, Hobbynote, Lithium, Massively, Proxima, RozieAI, Spredfast, Sprinklr, and Sprout Social to bring the new Twitter quick replies & welcome message in DMs features to market. Contact these companies directly for more information. Twitter’s also working with a wider group of partners who will offer solutions to their customers soon as well.
The features that Twitter has built into Direct Messages will help people get better experiences with businesses on the platform. At Assist, we’re excited to use Twitter’s new features to build innovative solutions that bring faster service and solutions for brands on Twitter. – Shane Mac Co-Founder & CEO at Assist
If you’re a business that provides support in Direct Messages, you can set a default welcome message today in the support settings page of Twitter Dashboard to greet people when they start a conversation.
The developer APIs that power these features are currently in private beta. If you’re a developer and are interested in building these types of solutions in Direct Messages, you can sign up and apply for access here.