Twitter lets customer support operatives use custom profiles with their direct messages

Having become the medium through which upset customers often turn to in order to complain to companies or ask questions, Twitter is fully embracing its role as a customer service platform. But while Twitter is a neat and quick way to get in touch with a company, it tends to have something of an impersonal feel. This is about to change as Twitter is rolling out a new feature that lets customer service representatives personalize direct messages with their own name and image rather than that of the company they work for. Will this splash of personality help customers feel… [Continue Reading]