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Twitter’s new tools for reaching customers

Twitter has rolled out Quick Replies and Welcome Message, two new customer service tools for brands.

Quick off the mark

Quick Replies lets brands advise users with the best ways to reply to Direct Messages. For example, asking users to include certain information when lodging an enquiry, or presenting users with a list of options for responding.

Welcome Messages appear once a user sends a Direct Message. Brands can create multiple Welcome Messages based on user behaviour. This might include expected wait times for a reply.

Twitter says the features work best when used in conjunction.

Customer is always right

The updates come as Twitter seriously amps up its commitment to Customer Service and brand tools on the platform.

The new features are now available on Twitter's native app and web.

If you're a business that provides support in Direct Messages, you can set up a Welcome Message now via the support settings page in the Twitter Dashboard.

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