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Twitter’s new Customer Service Features go Live

Twitter has kitted out Direct Message with shiny new Customer Service tools, giving users more scope to engage with brands.

Message in a Button

Brands can now add buttons to Direct Messages, which allow customers to take certain actions.

For example visiting a web page, following an account, starting a Direct Message with another account, or composing a tweet.

You can customise the text on the buttons, and add up to three on a message. And yes, the buttons support emoji.

Smiley Face

The update comes as Twitter ramps up its customer service offering for brands. The platform has recently made improvements to customer feedback processes, and released Direct Message Cards.

Expect more in this space as Twitter faces increasing heat from Messenger, which is aggressively targeting business users – often with its army of bots.

Do you use Twitter Direct Messages? Let us know how in the Comments.

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