Twitter now allows companies to display avatars and names of employees in direct message conversations, while still operating through the main company profile.
The change is based on research showing that personalized interactions are 20% more satisfying to customers than communicating with a nameless company profile.
http://mashable.com/2017/02/22/twitter-personalized-customer-service/?utm_cid=mash-prod-nav-sub-st#jlu84KCvmkqq
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