T-Mobile USA Is Helping Twitter Break In a New Customer-Service Feature: Custom Profiles for DMs

Twitter users who send DMs to @TMobileHelp will see the name, title and face of the customer-care agent helping them

One of the most common customer-service frustrations for consumers is the feeling that they aren’t dealing with an individual person, and T-Mobile USA is using a new Twitter feature to relieve that frustration.

The mobile provider is the first partner to use custom profiles in Twitter direct messages, meaning that Twitter users who send DMs to @TMobileHelp will see the name, title and even face of the customer-care agent who is helping them resolve their issues.

Twitter customer-service product lead Ian Cairns said in a blog post that the social network’s goal was to bring a human element to private conversations, as well as to make it clearer when users are interacting with chat bots or actual people.

Cairns pointed out that T-Mobile began adding agents’ pictures and names to replies on Twitter last year, linking users to those agents’ custom biography pages.

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