Twitter DM Personalisation Tool for Brands
Let’s face it most of us have turned to Twitter when we want a quick response to an issue with a service/product. Twitter provides you with the opportunity to directly contact a brand. Twitter claims that the majority of customer service requests are made through the platform! So, it’s no surprise to see the launch of Twitter DM personalisation tool for brands.
How Does the Twitter DM Personalisation Tool for Brands Work?
Twitter DM Personalisation Tool for Brands works by using custom profiles in direct messages. Custom profiles give your customers the reassurance that they are communicating with another person rather than a chat bot.
The customer in this example is communicating with T-Mobile but the response is coming from a personal profile. Adding that much-desired personal touch.
Why is Personalisation Important for My Customers?
“Why would my customers want personalisation in direct messages?” you may be asking. Your customers like to feel special and respected, the humanised element in this update offers just that! According to Twitter:
“77% of people are likely to recommend a brand following a personalised customer service interaction on Twitter”.
Here at Growth by Design, we love a humanised element especially when it comes to customer service so we are unsurprisingly very excited about this new development.
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We are really excited to get our hands on this new tool! Anything we can do to benefit our customer’s journies gets us excited. We would also love to hear your thoughts and opinions. What do you think of the Twitter DM personalisation tool for brands? Will you be getting it too? Leave us a comment below.