Twitter launches location-based customer service feature

Businesses now have the option to request customer locations as part of Twitter's automated customer service drive.

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location-based customer service

Twitter has released another update designed to enhance its customer service offering as it looks to keep pace with Facebook.

Business are now able to request locations from their customers, giving them the option to make automated interactions more relevant to the user.

When a customer starts a direct message conversation, businesses can ask them to share their location. The user then has the option of sharing their precise location by tapping a button, or by choosing one from a list regardless of whether or not they are physically there.

They can also opt to ignore the request if they’d prefer.

This will be particularly useful for businesses that rely on local custom, such as restaurants. TGI Fridays is one of the first brands to try out the new feature, enabling their customers to find a local branch from which to place an order or make a reservation through Direct Messages.

Sherif Mityas, VP for strategy and brand initiatives, said: “Twitter’s innovative tools enable us to create a digital experience that seamlessly allows people to engage with TGI Fridays while on-the-go.

“With the new location-sharing feature, we are able to simplify the process of finding a nearby Fridays, book a reservation or place an order to go.”

READ MORE: Twitter embraces social customer service with new automated features

In announcing the update on its official blog, Twitter product manager Ian Cairns said: “Helping people find a location nearby makes perfect sense for brick-and-mortar businesses.

“Now that businesses can easily incorporate location sharing into their customer experiences, expect to see other innovative location-aware use cases in Direct Messages.”

The new feature is the latest in a raft of updates to automated customer service on Twitter, following on from the addition of quick replies and welcome messages last November.

Location sharing is part of Twitter’s Direct Message API, and interested businesses are invited to request access by contacting Twitter.

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