Using Twitter's New Direct Messaging Features to Provide Customer Experience Excellence

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Twitter’s direct messaging changes allow businesses to private message anyone – even if they don’t follow you.

Earlier this week, social media channel Twitter announced a change to its direct messaging function.

While at first someone had to follow you before you could send them a private message, the platform has now opened up this function so you can have a private conversation with people that you aren’t mutual Twitter friends with.

This doesn’t quite mean that you’re able to private message everyone on the social media platform, as users do have to have this function enabled in their settings, nonetheless this opens up opportunities for businesses to up their marketing game and provide customer experience excellence.

Nhu Vuong, Senior Software Engineer at Twitter, said in a blog post on Monday: "We hope these changes help you connect more easily – and directly – on Twitter with the people, causes and businesses you care about most."

For businesses the main two ways to utilize the direct messaging changes to enhance how you engage with your customers is by using it as a marketing tool and to resolve any issues that can benefit from being discussed within a private environment, such as a customers sharing personal details to easily find their account, without having to wait for them to follow you.

If you use the new function for marketing purposes do keep in mind that your message is targeted and relevant, and cannot be mistaken for spam. Users can block you if they find your contact a nuisance and that is the exact opposite of what you’re trying to achieve.

The full list of changes to the direct messaging feature is as follows:

  • a setting that allows you to receive direct messages from anyone, even if you don’t follow them (users do need to enable in their settings that they are happy to receive DMs from everyone);
  • updated messaging rules so you can reply to anyone who sends you a direct message, regardless of whether or not that person follows you;
  • a new direct message button on profile pages on Android and iPhone. You’ll see it on the profiles of people you can send direct messages to.