Twitter “custom profiles” will differentiate real people from bots within Direct Message threads instead of only presenting the business’ logo, with “customer service agents” having their real face, name, and title listed in the DM.
The feature is currently in testing, and aims to give users a clearer sense of who they’re chatting with, whether a human or a bot, thus eliminating distrust in using social media service agents.
With the human touch to interactions in Direct Messages, businesses will be able to create better customer experiences via Twitter.
According to Twitter research, personalized experiences with human connection can create significant benefits for businesses, and 77% of people are likely to recommend a brand following a personalized customer service interaction.
Albeit, businesses can also use the custom profiles to create fictional character as messaging bots, in an effort to give personality to these characters for promotional purposes.
However, for your business to benefit from these new custom profiles service on Twitter, you'll need to get verified and approved.
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