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.
‘As many eyes on the spot’: Moen is targeting millennial homeowners with new ads, innovations as the generation seeks their first homes
The plumbing brand is renewing its marketing to get the attention of millennial homeowners with new TV spots as well as digital and social ads.
Myth buster: Debunking common misconceptions about the metaverse
To learn about the most common misconceptions about the metaverse, Digiday reached out to a group of experts across the gaming, advertising and Web3 sectors.
Q&A: Tim Armstrong on Web3, data and the ‘bundling’ of consumers
AOL's former chief — now the founder and CEO of Flowcode — discusses how the adoption of blockchain tech compares to earlier internet eras.
SponsoredWhat gaming habits reveal about media consumption
Jordan Shlachter, head of research, Activision Blizzard Media Entertainment choices have never been more abundant, and gaming has emerged as one of the biggest winners in the battle for audiences’ attention. While gaming’s exponential growth has been well documented — there are currently nearly 3 billion gamers worldwide spanning a diverse set of demographics, interests […]
‘Social listening is so important’: Hulu adapts social strategy to follow fans’ interest
While Hulu does make social marketing plans for each show, the company keeps tabs on social sentiment -- i.e. what's working and what's not -- and adapts its social strategy accordingly.
Magna research: The do’s and don’ts of native and repurposed advertising on TikTok
Advertisers on TikTok need to follow a few best practices if they're going to succeed on the platform, such as always thinking vertically, and being comfortable with the creator's style they work with.