Twitter has unveiled new Customer Service tools for brands, letting employees communicate with customers using custom profiles.
Keeping it real
Custom profiles allow employees add their name, title, and profile picture when conversing with a customer. This replaces the brand's name and logo.
These profiles are intended to help personalise service, and help users identify when they're speaking to a human rather than a bot.
Human, all too Human
T-Mobile was the first partner to use custom profiles last year, via the @TMobileHelp account.
Twitter says adding the personal touch isn't just good practice – it's good for the bottom line. Twitter's research shows 77% of people likely to recommend a brand after a personalised customer service interaction on Twitter.
Further, 19% are more likely to feel they've reached a resolution, and 22% more likely to be satisfied, compared to those with less personal interactions.
We hope the bots' feelings won't be hurt too much.