Speed up customer service with Twitter’s new features

Micro-blogging website Twitter has rolled out quick replies and welcome messages in Direct Messages to speed up customer service and to enhance conversational experiences between businesses and people online. 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.

"Welcome messages let businesses greet people and set expectations as they enter a Direct Message conversation without requiring people to send the first message," said Ian Cairns, Customer Service Product Manager, Twitter, in a blog post. Businesses can create multiple welcome messages and deep link directly to a specific greeting from Tweets, websites, or apps.

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," Cairns added.

People with the latest version of Twitter app can see these features in Direct Message conversations with accounts like @EvernoteHelps, @PizzaHut, @AirbnbHelp, @SpotifyCares, @NortonSupport, @Tesco, @TfLTravelAlerts, @WeatherNetwork, and @AirTailor.