When people search for Twitter accounts, mention a brand’s account in a tweet or look through their list of direct message threads, they can see “Provides support” detail attached to a brand’s account name; it’ll look like the “Following” tag that’s appended when you see an account that you follow.
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Any business will be able to access these new features starting today, but only if they enable anyone to send them a direct message, which can also be set in Dashboard.
Opting for this feature also activates the account’s ability to receive direct messages from anyone – even those who are not following it. Once enabled, the business’s Twitter profile will read that it “Provides Support”. That distinguishes which Twitter handles companies use for their own promotions compared to the ones that are dedicated to service. This time, the service being rolled out is aimed towards helping businesses with a presence on twitter, interact with their customers in a more productive manner.
To start a conversation with Rogers or Fido on Twitter, just go to @RogersHelps, @RogersBuzz, @FidoSolutions, or @FidoMobile, and press the Message button and start messaging. The profile also allows Rogers and Fido to pin the most timely, service-related tweets on their newsfeeds so customers can find the most relevant information quickly. 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.
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Twitter today is rolling out a series of new features created to help users better connect with businesses offering customer support through their official Twitter accounts. According to a 2015 report by the social media analytics company Socialbakers, U.S. companies reply to only 20 percent of questions posed to them by customers via Twitter, but they respond to at least 60 percent of queries posted via Facebook.
