Twitter has launched a feature that makes it easier for companies to provide support services to their customers. Previously, in order to send a direct message and communicate privately between a brand and their customer, they would be required to 'follow' each other's profile. Opting for Twitter's new feature activates the company's ability to receive direct messages from anyone — even those who aren't followers.
“These new features enable businesses to tell users they provide help on Twitter, indicate when they’re most active, and ensure people know they have the option to send them a Direct Message,” Twitter said in a recent company blog post.
The new features are an attempt to compete with Facebook who has had similar customer support features integrated into their platform for more than a year.
The service will be available via a new Customer Support settings page on the Twitter Dashboard web site. Once activated, companies can clearly display within their profiles that they “Provide Support.” They will also be able to receive direct messages from anyone, not just from customers who follow them.