Twitter adds location sharing for businesses offering customer support over Direct Messageslmwsadmin
The Twitterverse is still from Twitter’s , and scratching its head over how has anything to do with addressing abuse, but the network is plodding on, today a new feature aimed at its business users. The latest in a series of updates focused on helping businesses running customer service via Twitter, the new addition offers businesses an easier way to request and share locations with their customers — for example, to enable a store-locator function, or to customize responses based on where the customer lives.
The location-request option is something businesses can use over Direct Messages, by first asking the customer to share their location with a click of a button. The customer can choose whether or not they want to do so, and then can opt to share their precise location or pick a place-name from a provided list.
With the second method, the customer can reference a location even if they’re not physically there — which would be helpful in the case of making reservations or placing a to-go order at a restaurant, for instance.is one of the first to adopt the feature, and is using it for to-go orders, reservations and a nearby restaurant-finder feature. It’s working with Conversable to power some of the features, as well. is a another business now using location sharing, for similar reasons.
However, there are other use cases where this could be practical, too. Often, a business needs to know where a customer reporting trouble is based, like for service outages, or to customize their support as needed to those in a certain city, region or other locale.
The feature is also available through Twitter’s Direct Messages API, .
The change is one of several initiatives aimed at better supporting customer service via Twitter — an area where Twitter competes head-on with Facebook Pages, where support is offered over Messenger, in most cases. However, Twitter is known for being a place where people often air their concerns or complaints, often with the expectation that the brand or business will respond.
Other recent updates on this front have included , , the ability to to the business’s profile, and taking public conversations to private ones.