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This article was published on February 22, 2017


Customer service on Twitter is about to get more human

Customer service on Twitter is about to get more human
Matthew Hughes
Story by

Matthew Hughes

Former TNW Reporter

Matthew Hughes is a journalist from Liverpool, England. His interests include security, startups, food, and storytelling. Follow him on Twi Matthew Hughes is a journalist from Liverpool, England. His interests include security, startups, food, and storytelling. Follow him on Twitter.

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.

Recognizing this is a bit off, Twitter has introduced custom profiles for Twitter, which it is currently trialling with US mobile carrier T-Mobile.

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.