Is Twitter about to grow up as a customer service channel?


Share on LinkedIn

Is Twitter about to grow up as a customer service channel?

Yesterday I read a really interesting article on Mashable: Twitter Begins Allowing Direct Messages With Verified Accounts Sans Following Back.

The original article was from The Next Web in Twitter drops following requirement for Direct Messages on Verified Accounts.

There’s been a lot of talk about how Twitter can be an effective customer service channel but some of the functionality and flexibility has hindered that for many. However, the functionality is changing. Could this mean that Twitter is about to grow up as a customer service channel?

There seems to be a lot of reaction to this news. Some good. Some bad. Some mixed.

There also doesn’t seem to have been any official announcement from Twitter as yet. Maybe this is just feature development.

However, Mashable did report last year that Twitter was working on new features for businesses. One of them was a feature that would allow businesses the ability to receive Direct Messages without having to follow the user back (that’s what normally happens).


This is a feature that you can turn on or off and seems to be starting to emerge as Tata DOCOMO, an Indian mobile operator, recently tweeted the following:

TataDoCoMo Tweet

I think this is, potentially, a great development for brands on Twitter as it will allow the brand in question and the customer to take issues private without having to follow another Twitter user and without washing any ‘laundry’ in public.

I hope this reduces some of the customer service noise that exists on Twitter right now. And, further hope, that this may, in fact, attract more customers and brands onto Twitter as a customer service platform.

If you are brand with a verified account. Are you going to turn the feature on or off?

Thanks to opensourceway for the image.

Republished with author's permission from original post.

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.


  1. It is possible, you know. There are a lot of people who are into Twitter nowadays and treat Twitter as a big part of their life. I mean, look how others can’t get enough of tweeting about what they ate for dinner. Next would be rants and complaints. But I think it’s going to be limiting, considering that the number of characters are few.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here