Customer service on Twitter is about to get more human

If you’ve got a problem that can only be resolved by speaking to a human being, you need Twitter. From airlines to supermarkets, companies have whole-heartedly embraced the platform as a way to acknowledge and resolve the issues of their customers. But there’s a problem. It’s a bit weird – inhuman, even – to hold a conversation with Tesco or United Airlines. They’re not people. They’re companies. Recognizing this is a bit off, Twitter has introduced custom profiles for Twitter, which it is currently trialling with US mobile carrier T-Mobile. Now, when you slide into T-Mobile’s DMs, you’ll see the…

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