Twitter has introduced a new feature that makes sure businesses can always respond to the customers Direct Messages (DMs), in order to make customer experiences better on Twitter, the micro-blogging site has relaxed the rules for customer service Direct Messages (DMs)
Twitter introduced new features in Direct messages
“We have introduced features that allow people to more easily start a private conversation with businesses such as the Direct Message deep link and Direct Message Card. We have also made it easier for people to quickly engage with welcome messages and quick replies,” as per the statement of the company.
“We are excited to introduce adaptive rate limits, a new feature for developers sending Direct Messages through our API,” the company added.
Adaptive rate limits help to ensure that businesses can always respond to customers who privately message them, even when inbound volumes are high.
The change means that for every message you send to a company over DM, they can send you five responses within 24 hours.
If you send them another message, then that figure resets, meaning that you can theoretically chat forever, should you want to, according to the report.
How to use Direct messages for customer service?
For the best customer service experiences on Twitter use Direct Messages to resolve issues and engage with their customers in simple and intuitive ways.
# Change your account settings to receive Direct Messages from anyone
People don’t have to follow you to send you a Direct Message. You can update your account settings to “Receive Direct Messages from anyone”, making it easier for your customers to start a private conversation with you. And once anyone sends you a Direct Message, you’re free to send them one back too (again, without having to follow them).
To change your settings, update this setting at the bottom of your account’s security and privacy settings.
# For better transaction several updates need to its Direct Messages
Twitter announced several updates to its Direct message features for businesses, which will better enable brands and developers to provide customer service via the social network.
# Use Direct Message prompts in Tweets to get more people to message you
Customer service conversations often start with public Tweets but then need to transition to a private channel. We’ve made that transition as easy as a single click. A business can now add a Direct messages deep link to their Tweets that will automatically display a “Send a private message” link to send the business a Direct Message, quickly and easily.
# Direct Messages allow limits up to 10K characters per message
Direct Messages allow up to 10K characters per message including photos, GIFs, and videos. This increased character limit makes customer service on Twitter easier for everyone. It removes friction for your customers by letting them describe their issue in more than 140 characters. It also provides room for you to send a complete response in a single message.
What is the main benefit to Twitter users?
# Businesses who use this feature end up receiving a Direct Message an average of 30% more often compared to those who simply ask users in the Tweet text to send them a Direct Message.
# When they are interacting with brands on the social network, they will be able to tell if their messages were read by customer-service agents or if a chatbot is in the process of responding, due to the introduction of reading receipts and typing indicators.
# On the brand side, welcome messages are now nameable and editable, which will help businesses find and use welcome messages when creating Direct Message Cards and keep those messages relevant as campaigns progress.
# It gives you enough space for interaction in private with your customers where you can ask customers for the specific information you need to resolve their issues. Instruct your customers to use Direct Messages when they need to share more personal information that shouldn’t be shared in a public Tweet, like an order number, a store they visited or the name of an employee they interacted with.
# Finally the best part of using Direct messages is that you can get a quick response. They have the same expectations for response times with DMs and Tweets, so it’s important to treat both types of messages with equal priority and as part of one single conversation with the customer. The best businesses track each new message, regardless of whether it’s public or private, and optimize response time to that customer.