Businesses on Twitter can now take advantage of two new features for the social network’s direct messages: quick replies and welcome messages.
Product manager Ian Cairns introduced the new features Tuesday in a blog post, saying that they begin rolling out Tuesday.
According to Cairns, welcome messages allow businesses to greet users and set expectations for DM conversations even before users send their initial messages. Businesses can create multiple welcome messages, deep-linking directly to specific greetings from tweets, websites and applications.
Meanwhile, quick replies offer businesses a way to prompt users with the best ways to respond to DMs, either via lists of options or asking them to enter specific text values.
Twitter worked with the following developers on welcome messages and quick replies, adding that businesses can contact these developers in order to create automated DM experiences:
- Assist
- Audiense
- Conversable
- Conversocial
- Dexter
- Hobbynote
- Lithium Technologies
- Massively
- Promixa
- Rozie
- Spredfast
- Sprinklr
- Sprout Social
Accounts already using the new features include:
- @EvernoteHelps
- @PizzaHut
- @AirbnbHelp
- @SpotifyCares
- @NortonSupport
- @Tesco
- @TfLTravelAlerts
- @Gov
- @WeatherNetwork
- @AirTailor
Twitter said in an email to SocialTimes that advertisers have told the social network that it is the source of 80 percent of inbound customer-service requests, and that when users tweet at businesses and receive responses, they are willing to spend 3 percent to 20 percent more on average-priced items from those businesses in the future.
Cairns added in the blog post:
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, they 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.
If you’re a business that provides support in DMs, you can greet people with a welcome message starting today by setting up your default welcome message in the support settings page of Twitter Dashboard.
The developer APIs (application-programming interfaces) that power these features are currently in private beta. If you’re a developer and are interested in building these types of solutions in DMs, you can sign up and apply for access here.
Readers: What are your thoughts on the new Twitter DM features for businesses?
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