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Twitter beefs up business users' customer service offerings

Engadget Engadget 16/09/2016 Mariella Moon
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Twitter's new feature for businesses makes it even easier to hop on the social network and use it for customer service. It enables companies, startups, establishments and so on and so forth to indicate that their accounts can assist people looking for help. So long as they enable the feature on Twitter's Dashboard, you'll see the words "Provides support" when you search for their username or @mention them in a tweet. It can pretty handy to know if you can expect a response on Twitter, so you don't have to mentally prepare yourself for an hour-long hold time.

Besides being able to indicate that they provide support on the website, companies can now also add business hours on their profiles. In T-Mobile's case (below), for instance, the carrier says it can attend to your needs 24/7. Finally, you'll see a more prominent Message button on the profiles of companies that can chat with you in private, which could prevent customers at their wit's end from going nuclear on them in public.


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