Twitter has just released some useful new features that make it even easier for businesses to provide customer support on Twitter. I’ll show you how to set it up quickly and easily.
Customer support is live and conversational
Studies suggest that more people prefer to get customer support via Social Media than over phone and email. Social interaction with customers leads to increased brand loyalty and sales.
Integrate Twitter into your business’ customer support
We’ve already seen how to add a Twitter Message button to your website so that you can receive enquiries via Twitter’s private message system. This week we look at some new tools that Twitter has recently given us to improve our customer support services.
Here are the new features we’ll be adding:
Show that you provide support in Twitter search results
When users search Twitter for your business a label will be displayed to show that your Twitter account provides support. This label also shows up when someone @mentions you.
Show times of availability on your Twitter profile
Indicate to your customers when they can expect a response from you by displaying what days and times you are most likely to respond right in your Twitter profile.
Add a Message button to your Twitter profile
A Message button will also be prominently displayed on your Twitter profile which is a great Call to Action, prompting customers to contact your business directly and privately.
How to add these new customer support tools
These features can be accessed via the new Customer Support Settings page on your Twitter Dashboard.
Just like when we saw how to add a Twitter Message button to your website, you must enable the setting that allows anyone to contact you via Direct Message (DM).
Watch the six second video on Vine.
Steps:
- Visit your Twitter Dashboard at dashboard.twitter.com
- Click on your avatar and then on Settings
- Tick Receive Direct Messages from anyone
- Tick Show that my account provides support
- Add what times you are most available to respond to enquiries
- Add what days you are available to provide support
- Click Save
Make it easier for customers to contact you by indicating your availablity with Twitter’s new Customer Support features.
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the link doesn’t work. How do I deactivate the support feature
Hi Michael, unfortunately, Twitter has removed the Dashboard that enabled us to add these support features. If you had already added them before the removal, as I had done, then you’ll find that they are no longer available. So there is nothing that you have to do, it’s already been removed from your account.