How to set up your customer Twitter business profile
Twitter is helping businesses take customer service to the next level with it’s newest feature, which allows employees to respond to Direct Messages (DMs) using custom profiles.
So what are custom profiles?
Super simple: the staff member’s name, profile picture and job title will show when they’re talking to a customer rather than the company’s Twitter photo and name.
The goal is to give a more personal feel to customer service interactions and reassure customers that they’re talking to a real person rather than a robot.
Real life people!
To really amp up the authenticity, customer service agents can even add emoji to their Twitter names which display in group DM chats.
This way you feel like you’re getting help from a buddy who’s genuinely concerned about your well-being, and isn’t that a great feeling?
I want! How can I get?
Businesses of any size can use this new feature, and there are no limits on the number of custom profiles each business can operate.
All a business needs is a verified Twitter handle and to be whitelisted.
Setting up your basic business Twitter profile is pretty straightforward, then after that if you want to go custom, you can get on the list by signing up on this form after you receive verification. Easy peasy right? Twitter doesn’t stop the friendship circle there: the new feature is free, and so is the API that’s being made available (after working with Twitter’s partners to access it).
Twitter’s friendship game is strong
Twitter has taken several strides to provide outstanding customer service offerings for businesses: they’ve added more prominent buttons to make DMing customers easier, created a “send a private message” button that businesses can add to their tweets, automated DM messages, enabled businesses to show support hours on their profile page, and the list goes on.
These new custom profiles give businesses even more ways to make the customer service thoughtful, personal–and you have to admit, kind of fun!
Why all the efforts to personalize?
Robots just can’t give you the warm fuzzy comfort that real people can.
Making customers feel special goes a long way: according to Twitter, 77 percent of consumers are likely to recommend a brand after they receive personalized customer support, are 19 percent more likely to feel like the issue has been resolved, and are 22 percent more likely to be satisfied than customers who experienced less personal interactions.
T-Mobile, the original homie
T-Mobile is the first business to adopt this new feature. The company has long been leading the pack in personalizing the customer service experience. For example, it was one of the first companies to use customers’ real names and customer service agents’ initials in tweets, and last year created each of its agents a custom bio webpage to link to their tweet replies, displaying the agent’s picture and name.
[clickToTweet tweet=”T-Mobile will be the 1st company w/ the ability to use Twitter’s new custom profiles in its DMs” quote=”Now T-Mobile is getting even cozier with its customers: the account @TMobileHelp will be the first company with the ability to use Twitter’s new custom profiles in its Direct Messages, too.”]
However, T-Mobile won’t be your only friend for long–Twitter says other businesses will be rolling out the feature soon.