Twitter is adding a new feature to Direct Messages (DM) to make it a better customer support tool for brands. Now, when brands manage their Twitter DM through Twitter’s API, they can send call-to-action buttons via direct messages that, when clicked, can direct people to visit a specific site, post a pre-written tweet, follow the brand’s account, or start a chat with another of the brand’s accounts.
What Brands Need To Do
This new addition should make Twitter DM a more convenient customer support tool to leverage and create a frictionless experience for customers. As Twitter continues to improve its chat functionality, it is attracting many brands to extend their customer support operations to Twitter DM. For example, Dutch airline KLM recently added their customer service bot to Twitter DM to better serve its global audiences that are not using Facebook Messenger, which is where KLM’s bot originally resides.