Following Facebook’s lead, Twitter has decided to aid customer service through its platform via the use of Chatbots in Direct Messages. The feature will allow for faster interaction between a company and its customers.
They’ll be able to send welcome messages and quick replies to arriving messages. The former can be decided and linked deeply so they can be chosen once a specific request is made. This will help maintain a certain level of goodwill and set expectations for the service.
The latter will be available to customers, and will provide a list of options to help users make a query to the service they’re about to use. These include tracking your order, asking a question and talking to an agent.
Quick replies will also help companies formulate replies faster, as they’ll know what will be most inquired questions.
“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.”
In all likelihood, Twitter’s system of automated conversations isn’t as deeply knit as that of Facebook, which uses artificial intelligence quite deeply, however, it will still be welcomed by most businesses.
According to the network, customers who receive feedback on their questions are likely to spend between 3 to 20 percent more on a product. Those looking to set it up can go here and apply. The feature is already being rolled out by around a dozen companies.