Airlines and retailers often tout Twitter's real-time, customer service capabilities, so they should be happy to learn that the social platform just made their jobs a little easier. Twitter today debuted new options to improve company-to-consumer interactions.
First and foremost, brands can now incorporate a "send a private message" button into their tweets, allowing Twitter users to begin conversations based on a public tweet. While that idea seems great for customer service, one has to wonder whether companies will get more than they're asking for at times.
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