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Twitter Automates Customer Service Direct Messages

Twitter revealed two new features for businesses that use direct messaging as a customer service channel – welcome messages and quick replies. Welcome messages are automated responses to customers who direct message companies. Quick replies present customers with a series of choices to reduce text input and, according to Twitter, are designed to work alongside welcome messages to speed up the customer service process.

Twitter’s Advertising Blog explains that:

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.