Twitter is one of the most popular microblogging platforms on the planet and boasts 313 million regularly active users, so it’s not surprising that it’s used for a wide array of activities. One of these activities is customer support as many large brands have decided to take advantage of the fact that many of its customers are on Twitter by offering them an alternative way of getting support for their products. Carriers like T-Mobile, gaming platforms such as X-Box, and even the Google Android Auto team are all offering customer service directly via Twitter.
Naturally, Twitter has no problem with people using it as a product support channel as long as its number of daily active users and new registrants is on the rise. In fact, the company has just embraced this growing trend by facilitating the process of offering customer service on its microblogging platform. It did this by enabling companies to label certain accounts as being official support channels and even allowing them to name working hours during which customers can receive support on Twitter. While some businesses have already listed that information on their profile bios, there’s no doubt that they’ll find the new dedicated areas useful. In addition, the official support accounts will also see a larger Direct Message button being shown in conversations, which should make it clearer to customers that they can opt to have a conversation with the account holder away from prying eyes and ears.
These new features should be available to all verified business accounts momentarily. Certain brands like T-Mobile and Sky have already embraced the changes by redesigning their support accounts accordingly and making the new customer service awareness points clear. Curiously enough, the official Twitter support profile is yet to take advantage of the platform’s new features. In any case, if you happen to run a verified business Twitter account, you can activate the new customer support features by navigating to the social network’s settings page. The new settings are currently only available on the traditional browser version of the platform, but should make their way to the Twitter Android app in the near future, presumably in the next few weeks.