If you’ve got a problem that can only be resolved by speaking to a human being, you need Twitter. From airlines to supermarkets, companies have whole-heartedly embraced the platform as a way to acknowledge and resolve the issues of their customers.
But there’s a problem. It’s a bit weird – inhuman, even – to hold a conversation with Tesco or United Airlines. They’re not people. They’re companies.
Now, when you slide into T-Mobile’s DMs, you’ll see the name and photograph of the person you’re dealing with. Here’s what it looks like:
It’s certainly a nice feature, though I’m not sure it’s particularly groundbreaking. When I ask for help on Twitter, I just want to get my issue solved. I’m not all that bothered with who resolves it.
Companies that want to test outthis feature can apply to Twitter. Given the feature is being trialled with a high-profile mobile operator, and the fact that it’s in a semi-open beta status, it seems likely that this is the future of customer service on Twitter.