Twitter is rolling out a way for brand managers to automate their customer service efforts.
With the platform’s latest feature, chatbots will help brands set up preprogrammed responses to customers who reach out to them via Direct Messages.
The new feature only works for simple queries including, “When will my order arrive?”
The service will go through a series of automated steps until a customer service rep needs to step in and take over the interaction.
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Here’s more on the chatbot functionality:
Get faster and easier help from businesses. Try it now with @EvernoteHelps and @PizzaHut. #CarpeDM http://pic.twitter.com/T8vHnLESEM
— Twitter Advertising (@TwitterAds) November 1, 2016
The function can also automate ordering, as in the following case with Pizza Hut.
In a Twitter blog post, a Pizza Hut rep said:
The new Pizza Hut social ordering platform is another example of making it easy for our customer to order their favorites from Pizza Hut. We are constantly pursuing ways to simplify our ordering experience. This platform allows our consumers to quickly order or get information within Twitter where they are already spending a great deal of their time.
Welcome messages and quick replies can help businesses establish contact and control consumer expectations. They can answer frequently asked questions or help direct customers to the right department to solve their issue.
“When quick replies and welcome messages are used together, businesses can reduce wait times and educate people on the best ways to interact with them,” Twitter’s blog says.
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