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This article was published on June 13, 2017

Messages will never appease pissed off customers like Twitter can

Messages will never appease pissed off customers like Twitter can
Carissa Lintao
Story by

Carissa Lintao

Writer

Carissa is a writer based in New York. When she's not writing about apps, marketing, or tech, you can probably catch her eating ice cream. Carissa is a writer based in New York. When she's not writing about apps, marketing, or tech, you can probably catch her eating ice cream.

Messages now has a Business Chat feature that allows companies to communicate directly with their customers. Simply open the app, type in the company name, and have a friendly discussion with a bot.

As much as companies would like to think Messages is a more convenient channel for customer support ー will people really want to rant about their problems to a bot — privately?

Established companies that have Twitter accounts understand that their accounts double as customer support and a damage control center. Anyone and everyone can unleash their rage publicly and receive likes or RTs from fellow customers who sympathize with them. Instant validation for you and a nightmare for the company.

Which is more satisfying: typing a generic message to a bot and receiving a useless answer back? Or ferociously cursing out a real-life sales rep so your friends can feel your pain?