If you use Direct Messages on Twitter to provide support to your customers, you should consider using custom profiles. Custom profiles in Direct Messages show the name and image of the person who is replying, providing customers with a more personal experience. It can also be used to show when a bot is replying, thereby helping to manage customer expectations. Custom profiles are recommended because they help to create a more personalised, human connection. Research by Twitter found that customers were 19% more likely to feel as though they had reached a resolution, and 22% more likely to feel satisfied, when they had a personalised experience rather than an impersonal one. To enable custom profiles in your Direct Messages, go to the link shown on the screen.