Twitter has replaced the customer call center. Just look at any airline’s Twitter feed.
Today, Twitter is making it easier for brands to initiate a direct message when private information is needed, say a record locator or a credit card number, with a new button within a tweet that directly opens a direct message. That makes it easier to keep track of the conversation and making the app easier to use to those not intimately familiar with the tabs.
Twitter said in a statement that handling customer’s problems through direct messages leads to increased brand loyalty and even sales. People who have their issues resolved through direct messages are willing to pay companies more in the future because of the convenience, according to research from social media managing tool Sparkcentral. Also, it’s always nice not have to pick up a phone and talk with a human.
Here’s what the new button looks like in action:
The button has been slowly rolling out in the wild, with Delta Air Lines, Alaska Airlines, Hyatt and Starbucks among the first to trial it.
Ideally this will cut down on people publicly tweeting their record locators, which is a privacy nightmare for airlines.
More in Marketing
Agencies have mixed feelings about using AI tools for product placements and influencer marketing
By now, spotting influencers in major ads and at events is all but mainstream — but what if artificial intelligence allowed influencers to tap into old-school product placement without actually having to shoot in person with brands?
What marketers need to know about Zepeto, the Korean metaverse platform
Due to its increased focus on individuals’ avatars and their appearances, the culture of Zepeto revolves heavily around virtual fashion.
Marketing Briefing: As corporate America fosters a closer relationship with Trump, marketing will remain neutral
President Trump’s second term will be different from his first. It seems his relationships with the media, tech and marketing industries already show as much.