‘Twitter is adding new bot-like customer service options’ – ‘Mashable’
Patrick Kulp says, “Twitter is following Facebook into the automated customer service game.
The social network just rolled out new welcome message and dropdown response features for advertisers that are reminiscent of Facebook’s recent branded bots push.
The former allows brands to add an introductory message to any direct-message conversation that will set the terms of the customer service exchange before a user makes the first move.
The latter feature, called “quick replies,” supplements those messages by giving customers a cookie-cutter list of possible responses when interacting with a business.
Working in conjunction, the tools are designed to cut down on response wait times and give customers a better idea of the service options at their disposal.
Twitter claims that customers who receive a prompt reply to a Twitter message are anywhere between 3 and 20 percent more likely to shop at a given brand”.
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