Twitter Just Made It Easier to Find Out Which Brand Accounts Provide Customer Support

Helpful ones will be labeled in search results

Headshot of Christopher Heine

Twitter's been improving its customer-support functionalities for marketers for months, upgrading direct messaging and customer feedback capabilities. The social giant wants to be seen by retailers and other marketers as a digital hub for helping a consumer get the information and products he or she needs while bolstering their brands in real time. 


Today, it's taking another small step in that direction by making it easier for consumers to locate the right account for acquiring such help. Many brands have multiple accounts to take care of communications for their many product lines or departments. 

Now when Twitter users search for accounts, observe an @mention of a brand in a tweet or view an account in their direct messages, they'll see a "Provides Support" button that they can tap to start a conversation with the company.

According to a blog post, Twitter product manager Travis Lull said brand customers who are sent a direct message link follow through to actually send a message about 30 percent more often than those who are asked to send a message via text only. "We are committed to making Twitter the best place for people to talk to businesses," he wrote.

Check out the feature above for an example from T-Mobile, which has been testing it out. doing the best job with Twitter customer service.

@Chris_Heine Christopher Heine is a New York-based editor and writer.
Publish date: September 15, 2016 © 2020 Adweek, LLC. - All Rights Reserved and NOT FOR REPRINT