Customers Can Now Get Instant Customer Service from Twitter Bots

By: Laura McQuarrie - Nov 4, 2016
References: twitter & wersm
Evernote and Pizza Hut are some of the first businesses that are experimenting with instant customer service through Twitter's customer service bots.

The Direct Message bots make it possible for a brand to send an automated "Welcome" reply to any customer that sends a DM. Aside from purely acknowledging that a customer is reaching out, the bots are set to provide direct answers to simple questions. For instance, a Twitter user may ask "What's the status of my order?" to which a bot may respond "What's the tracking number?" before providing more information on a delivery's expected arrival.

Considering that Twitter is often recognized as one of the best social media platforms for customer service, Direct Message is set to give Twitter an edge over the many conversational commerce bots that are being created for Facebook Messenger.