Today Twitter released new native functionality to help brands deliver faster customer service over this growing channel, and to help customers reach brands more easily.

Customer service interactions on Twitter have grown by 2.5 times over the last two years, and the major social network has invested heavily in social customer care functionality. Twitter has worked to shift more of those conversations from public to private messaging. Earlier this year, Twitter introduced CSAT survey features that enabled brands to measure the impact of true resolution, and public-to-private DM prompts that streamlined the private resolution process for customers.

Overview of new Twitter features:

1) Updated profile page with business support hours and more prominent Direct Message button. According to Twitter, users who receive a direct message link from a business send a message back 30 percent more often than those who are asked to message via text.


2) When searching for a business, users will be able to see a ‘Provides Support’ indicator to more quickly identify where they can get assistance.


To activate these new features:

Go to the new Customer support settings page on the Twitter Dashboard website. A business must first enable the setting to receive Direct Messages from anyone. All of these features are available for businesses to enable today. Once activated, users will start to see them in the app as Twitter expands their rollout over the next few weeks.


Conversocial is a Certified Partner of Twitter and is fully integrated with all of Twitter’s latest customer care functionality. Please reach out to your Account Manager or [email protected] for more information.