Social media platforms are now focusing their sights towards intensifying their direct messaging service. According to a Pew Research report, messaging is the dominant form of communication among teenagers. WhatsApp and Facebook Messenger generate more than a billion users a month, which puts them way ahead of other social media platforms.
Messaging has now emerged as the most comfortable medium of communication topping calls, email, and social media. This was also the finding of a survey conducted by Gallup. According to the research, texting is the most common method of communication among Americans below 50 years old. After 50, texting significantly drops and becomes more infrequent at 65 and older.
Twitter is joining the direct messaging bandwagon with the launch of its new direct messaging button. This new feature lets website administrators and customer service representatives send direct messages from their website. This move by Twitter is part of their efforts to become relevant in everyday issues.
Announcing our new Message button. Now people can easily slide into your DMs from your website. Get yours now! https://t.co/ash9ouvgzu
— TwitterDev (@TwitterDev) August 24, 2016
Twitter is not the first to think about this with Intercom and Zendesk planning to launch its own service as well. Facebook itself is planning to include call-to-action buttons to directly communicate with businesses.
As part of the launch, Twitter has removed the 140-character limit from direct messages and the restrictions on who can send messages from the platform. It also added new business tools to allow easier connection through platform message. This new feature has been added to Twitter’s publish platform. Now, business owners can choose “Twitter Buttons” on the Publish tab.
For the new button to work, businesses will have to configure their Twitter account setting to receive direct messages from anyone. The new button can then be embedded on their website after setting it up with the right Twitter handle and user ID.
Once the message has been sent, Publish will generate a new Twitter DM button and give you a code that you can paste into the HTML of your website. The new feature gives customers a quick and easy way to encourage communication between site owners and vistors. The new feature will come in handy for customer service, particularly for those who want to buy something or have inquiries.
Before the launch, Twitter does not have anything to offer customers who have feedbacks and inquiries. What is happening is that customers rely on chatbots on Facebook Messenger and Slack, send an email, or call the company’s customer service hotline. The direct message feature was not feasible years ago because of its 140-character limit. If a customer has a complaint, it is unlikely that they will compose long messages just to air their grievances.
With Facebook adding their own direct connection tools and putting more emphasis on direct messaging, Twitter may already be way behind the competition even with this release. With over 80 percent of customer service requests through social media sent through Twitter, the launch of the new feature may just be the boost that Twitter needs.