On November 1, 2016 Twitter announced the launch of an automated direct message feature for business accounts. Businesses can now send welcome messages to their clients automatically. They can use this feature to create multiple welcome messages, replies, and link clients directly to a particular greeting from tweets, websites, apps etc. A reply can be automatically sent to a direct message from a customer.
This feature was kick started to help businesses create relevant and beneficial communication with their clients without being distracted from the other tasks at hand. The new features are there for increased efficiency and productivity of businesses, while still keeping customers satisfied.
How it works is that once a Twitter user enters a direct message conversation with you (by selecting your account as the recipient of their intended message), an automated welcome message from your business account will be sent to them. This will be sent even if the customer does not send you a message first. When they eventually send the message, the features allows you to automatically send a message back to the user immediately.
With welcome messages and quick replies, businesses can now show the public that they are committed to serving their clients as best as they possibly can. Some of the messages could include a prompt that links the customer directly to your company’s customer support line. The message feature will reduce how long people have to wait before getting a response from you. It will be particularly beneficial in cases where the information needed by the user,such as contact details of your brand is included in the message body.
However, these automated messages should not take the place of you having a conversation with your brand. Customers like to engage with a real person as opposed to engaging with an automated one. This feature should not stop your account manager from personal replying to enquiries from clients.
Brands such as Evernote and Pizza Hut are making use of this feature to increase the level and quality of their interaction with their customers. Your business account can do the same thing. Start by visiting Twitters support settings page so that every personal account user can enjoy this new level of engagement with you.