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.
Key Themes Behind This Trend
- Instant Customer Service
- Businesses can leverage Twitter's customer service bots to provide instant customer service and support.
- Direct Message Bots
- Brands can use Direct Message bots on Twitter to automate welcome messages and provide answers to simple customer queries.
- Conversational Commerce
- Direct Message bots on Twitter can give Twitter an advantage over conversational commerce bots on other platforms like Facebook Messenger.
Where This Applies
- Technology
- The introduction of customer service bots on Twitter presents disruptive innovation opportunities for the technology industry in terms of automating customer support.
- Retail
- Retailers, exemplified by Pizza Hut, taking advantage of customer service bots on Twitter can optimize their customer communication and enhance the ordering process.
- Social Media
- As Twitter becomes a prominent platform for instant customer service, there is potential for disruptive innovations in the social media industry, particularly in customer engagement.
