Twitter Embracing Its Special Purpose
Twitter still struggles to formally define itself, but many brands have figured out that is somewhat of an excellent support platform.
The company is offering features that make it easier for users to contact brands when they need help. Businesses are now able to add a "provides support" tag to their accounts which will appear when users look up companies in search, @mentions or direct messages.
Brands that use the tag will be able to indicate the time of day they are most active so users will know when they can expect to receive a quick response.
Interested brands can turn it on in a new Customer Support settings site on the Twitter Dashboard today, though you’ll have to enable receiving Direct Messages from anyone before you can access the new tools. Users will start to see the features show up on their end over the next few weeks.