Twitter introduces new rules for customer service Direct Messages
Customer service has been moving online, allowing customers to chat with support on Facebook Messenger, private instant messaging systems or other one-on-one digital systems. A new change from Twitter is making it easier for customer service to happen via Direct Messages.
As part of a crackdown on bots and abusive messages, Twitter’s limited the amount of times an account can send messages to another user. But a tweak for businesses means companies and users can engage easier. For every message a customer sends to a company via DM, the company can send the user five responses within 24 hours. If the user sends the company another message, the figure resets so the chat loop can continue. As we’ve posted about before, Twitter users expect results from companies they engage with, so this is a bonus for businesses using the social network.
Read more about the DM tweak here.