Twitter officials said its users regularly want the choice to communicate about support issues via Tweets or Direct Messages since sometimes customer support issues require sharing personal information or longer descriptions of issues.
The new features, announced Thursday September 16, 2016, allow business accounts to indicate that they provide support. Twitter will then add that information to suggestions when people search for a business. The same is true when they mention a business in a tweet, or search for it in direct messages. Once this option is enabled, the words “provides support” will become visible on the company’s profile. Opting for this feature also activates the account’s ability to receive direct messages from anyone — even those who are not following it.Read the full story here: