Twitter has introduced a feature that enables more personal customer service experiences in Direct Messages.

Twitter’s custom profiles in Direct Messages enables businesses to “better emphasise the human element,” in private conversations by showing the face, name and title of the person responding, and clearly indicate if a bot is responding.

In the US, T-Mobile is the first brand to adopt the new system, providing customer service via @TMobileHelp.

According to Twitter research, 77% of people are likely to recommend a brand following a personalised customer service interaction on Twitter, and people are 19% more likely to feel like they’ve reached a resolution and 22% more likely to be satisfied compared to those who had impersonal interactions with a business on the platform.

T-Mobile is using custom profiles to add human customer service, but the new platform enables the use of branded AI chat bots, too.

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Further reading

• Twitter’s ad revenue just fell for the first time since going public in 2013 »
• Lady Gaga’s half-time show cemented Pepsi as Twitter’s Super Bowl brand champion »

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