Twitter introduces more customer service options for brands 
Twitter now permits companies to use employee’s avatars and names in direct messages whilst still operating through the brand's main profile. The feature will allow firms to connect more personally with customers and will also let users know when they are speaking to a chatbot. Twitter’s own market research finds that personalised customer service is perceived to be 20% more satisfying and productive by users. The microblogging site has been updating its platform with new features designed to make customer service easier, including “conversational ads" that give responses and inform users of brand’s hours of availability.

Next time you seek out customer service through a Twitter message, you may find yourself talking to an actual human rather than a corporate account.

The social network now lets brands display avatars and names of individual employees in direct-message conversations, while still operating through the company’s main profile. The new tool will also more clearly indicate when you are talking to an automated bot.

The feature launched Wednesday with T-Mobile signed on as the only advertiser partner.

The move is grounded in Twitter's market research that shows personalized customer service is around 20 percent more satisfying and productive to consumers than nameless corporate interactions.

Twitter has been playing to its strength as a go-to forum for the airing of consumer praises and grievances with a series of new features meant to make customer service easier on the platform. These tools include "conversational" ads(opens in a new tab) that prompt users with possible responses and brand availability hours.