Snaps POV: Twitter Adds Bots & Quick Replies to Better Offer Customer Support

Snaps is the technology platform for brands in mobile messaging. We have a holistic view of the landscape, and believe messaging can be used to help brands sell new products, drive engagement around branded content, and of course, provide customer support. Twitter has always been a place to get immediate customer support from brands. Many 1-1 interactions happen in the public eye though (which sometimes felt like a spectator sport watching someone demand help from a company). Brands will try and take these conversations away from the public view and move the conversation into a DM, also known as a direct message. This also allows the customer to share more private information like flight numbers, email addresses, etc.

Two days ago, Twitter announced two new features to better facilitate the conversations happening between it's users and the active businesses on the platform.


The first feature is welcome messages. If a Twitter user goes to DM a brand, the brand's chat will preemptively, and automatically, send a message offering the user help. Businesses are able to create a variety of welcome messages to speed up the support process for the customer.

The second feature is quick replies.  For those familiar with Facebook or Kik bots, Twitter's quick replies should feel similar. It's a combination of guided reply and A.I conversations. Twitter's release states, "Quick replies let businesses prompt people with the best ways to reply to a Direct Message, whether by choosing from a list of options or guiding users to enter specific text values"

They also said "These features are designed to help businesses create rich, responsive, full-service experiences that directly advance the work of customer service teams and open up new possibilities for how people engage with businesses on Twitter."

We're excited for Twitter, and this is strategic play from them. For one, it plants a stake in the ground to continue to be the go-to-hub for customer service. For many users, it's purpose is a channel to express dissatisfaction in a product or service and use it as a mechanism to get help. Twitter is finally accepting and embracing it's value as a customer support platform (They even cleverly state "Help without the Annoying Hold Music" in this bot announcement). The second reason this is smart move is that Twitter is taking shots at Facebook's bot platform, continuing to heat up the messaging battleground.

Snaps clients can expect to see Twitter customer support tools integrated in our CMS in the near future.

As a pro-tip, businesses can actually create their own welcome message in the support settings page of Twitter Dashboard to greet people when they start a conversation today. However, if you're a business looking for a more robust experience in Twitter that can really help your customers, we'd love to chat with you!