Often when you are interacting with a company’s or business’ Twitter account you seem to be talking to an official Twitter handle with the company’s logo. This way you never know whether you’re talking to a real person or a Twitter bot. To overcome this problem, the support persons often include a “this is Tom” with the initial message, even when talking through DM’s.
Twitter has now introduced a custom profiles feature that allows support persons of companies and businesses to show their names and profile pics while interacting with customers and clients, instead of the standard company Twitter handle and logo.
Custom profiles are added to Direct Messages to allow businesses give a human element in private conversations and make these conversations more “human” and interactive. T-Mobile, according to this Twitter blog post, is the first company that has started using custom profiles for its support persons on Twitter.
Will this help improve customer service? In a way, it may. When support persons and company agents start appearing personally they will feel more responsible. The custom profile handers will also link back to the custom bio webpages for each support person or company agent.