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New Twitter DM Automation Functionality for More Efficient Social Care Resolution

Jaclyn Fu
By Jaclyn Fu on Nov 1, 2016 12:19:48 PM

Using new functionality from Twitter, Conversocial has developed a first of its kind automation experience to enable companies to pre-emptively prompt customers for relevant information, making easier for customers to quickly provide additional information on mobile devices and reduce resolution time.

Inspired by traditional ‘Contact Us’ support forms, Twitter DM Dispatcher by Conversocial prompts customers to proactively provide details on the issue, eliminating the initial back-and-forth between agents and customers to gather more context.

We worked closely with Tesco, the biggest supermarket chain in the UK and one of the biggest retailers in the world, as our first beta adopter to test and refine the new feature.

“We’re excited to be working with Conversocial in finding new ways to help customers on social media, like the new Twitter DM Dispatcher feature. Our team currently spend 14% of DM replies asking for additional customer information, and this new functionality allows us to seamlessly gather more customer context prior to responding, so we can serve them in the most helpful, relevant, and efficient way.”

—Mike Johnson, Improvement Manager, Product at Tesco

How it works

When customers send a DM to a brand using the functionality, they are presented with a welcome message and an options list to further direct their inquiry.


Based on the customer’s selection, an auto-reply from the company will be sent to the customer to proactively collect relevant information.

For companies like retail, travel or hospitality that frequently field the same requests for initial information, or for companies that support a wide range of products or languages, Conversocial’s Twitter DM Dispatcher feature increases operational efficiency, streamlines agent routing, and improves the customer experience.

Conversocial’s Twitter DM Dispatcher feature is currently available via early access request. To get started, please reach out to your Account Manager or our Sales Team for more information.

Topics: Customer Service

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