‘Twitter lets brands get more personal with customer service’ – Mashable
Patrick Kulp says, “Next time you seek out customer service through a Twitter message, you may find yourself talking to an actual human rather than a corporate account.
The social network now lets brands display avatars and names of individual employees in direct-message conversations, while still operating through the company’s main profile. The new tool will also more clearly indicate when you are talking to an automated bot.
The feature launched Wednesday with T-Mobile signed on as the only advertiser partner.
The move is grounded in Twitter’s market research that shows personalized customer service is around 20 percent more satisfying and productive to consumers than nameless corporate interactions”.
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