Social media is one of the quickest and easiest ways for a customer to reach a business, which is why sites likes Twitter and Facebook are fast becoming de facto customer service platforms. Users expect to be able to reach a business and have their problems solved through social media and it is important for businesses to be available.
Twitter has recognized its power as a customer service platform and has been testing features to help customer’s take advantage of this. One such feature was released this week which shows users when brands and businesses are most likely to respond on Twitter.
The new “most responsive feature” is starting to pop up on profile pages for pages like Apple Support, but also on brand pages like Medium’s profile on both desktop and mobile.
Little is known about the feature since it was first spotted this morning. Twitter hasn’t said whether the feature is just a small test or if you can expect to see it spread in the coming weeks and there is no indication of whether businesses have any control over the listing.
Ultimately, the new feature is just a test to keep an eye on. Not only does it provide a potential way to improve customer interactions with brands, but it signals Twitter’s intentions to highlight the customer service potential of their platform. You can likely expect to see similar features and information for brands that offer customer service through Twitter in the future.