Tim Peterson says, “Twitter is playing catch-up with Facebook once again when it comes to becoming brands’ favored social platform for customer service.

Businesses’ Twitter profiles can now display the hours that a company is available to respond to people’s tweets — such as “24/7” or “4am-11pm” — and feature a button people can click to send it a direct message. Facebook rolled out similar features for Pages last year.

Unlike Twitter’s version, Facebook lets Pages define how quick they are to respond — such as “within minutes” or “within a day” — and supplements that Page-provided information with its own “very responsive” badge for Pages that respond to 90 percent of messages within five minutes of receiving them. Twitter doesn’t offer such a badge that can validate a brand account’s availability or have a way to ensure that businesses adhere to their defined availability hours“.

Twitter now lets brands say when they’re available to respond to tweets

Marketing Land

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