The way customer service reps reply to us online can sometimes be very robotic in nature. This is because most of the time reps are required to follow some kind of script to ensure a consistent customer service experience across the board. While this is more efficient, sometimes it lacks the human touch that you might get from speaking to a rep in person.
Twitter is hoping to change that with a customized profile that they can use in Direct Messages. Given that social media platforms such as Twitter and Facebook are becoming platforms for customers to get in touch with reps, it makes sense for Twitter to introduce this feature.
At the moment @TMobileHelp will be the first account to access these customized profiles. According to Twitter, “Years ago, T-Mobile started using customers’ real names and agents’ initials in customer service-related Tweets. Last year, they started adding agents’ pictures and names to Tweet replies by linking to custom bio web pages for each agent. Now, @TMobileHelp is the first account to use custom profiles in Direct Messages, making private conversations more human and personal by showing the real face, name, and title of the care agent who is speaking.”
Will this be effective? According to Twitter, they claim that 77% of customers are likely to recommend a brand following a personalized customer service interaction on Twitter, and that they are more likely to feel like they’ve reached a resolution and are more satisfied compared to impersonal interactions. Like we said this will be made available to @TMobileHelp first, but don’t be surprised if in the future you start seeing similar profiles from other brands you might interact with.
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