Twitter aims to simplify brands’ customer experience efforts

The struggling social media company is refocusing some of its branding efforts. Here are details on a new function.

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Twitter is rolling out a way for brand managers to automate their customer service efforts.

With the platform’s latest feature, chatbots will help brands set up preprogrammed responses to customers who reach out to them via Direct Messages.

The new feature only works for simple queries including, “When will my order arrive?”

The service will go through a series of automated steps until a customer service rep needs to step in and take over the interaction.

RELATED: The 2017 Social Media Conference for PR, Marketing and Corporate Communicators at Disney World.

Here’s more on the chatbot functionality:

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