Twitter continues to give companies new tools to improve customer service. The latest innovation in this field is the addition of user profiles for staff support services. Currently, they are tested in closed beta.
User profiles contain the employee's name, photo and job title. In personal correspondence with customers these data are displayed in the chat window.
Twitter noted that the innovation will allow companies to make communication with customers more personal. Now users will be able to see that they are chatting with a person and not a bot.
The first company that started to test a new feature, has become a telecom operator T-Mobile.
"“People love reaching out to businesses on Twitter because they can get connected to real people when they need help" — said in Twitter.
Previously that in November, Twitter introduced two new features in private messages: greetings and quick responses.
