It would seem that Twitter is determined to be leaders in customer service, and of late have been updating their customer service tools. Last month, Direct Message buttons were made larger for brands, as well as being able to add a Provides Support notation to their account and display the hours they are most likely to respond to customers.
Now, Twitter is rolling out two new features to automate interactions with customers via DM; Welcome Messages and Quick Replies. Twitter said,
“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.”
For example, this is what you’ll see if you contact Evernote Help,
In addition to the welcome message, Evernote lets customers choose from a variety of Quick Reply options. According to Twitter,
“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.”