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Twitter wants you to DM brands about your problems

A new profile page design puts a big DM button front in center for certain brand support accounts.
Nathan Ingraham
August 5, 2016
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Ever since brands started proliferating on Twitter, angry users have been shouting at them when they have problems. Naturally, brands have long Twitter accounts dedicated to supporting users with problems, but most of those interactions were publicly seen on Twitter for everyone to see. Now, Twitter has made a slight change to the way profiles are displayed on mobile to encourage users to use direct messages rather than public tweets.

Some users (including this one) see a large, prominent "message" button when visiting the support accounts for brands including Apple, Beats, Uber, Activision and a few others. According to TechCrunch, this isn't rolling out to everyone yet -- it's just a design test.

There's also a new detail included in the profile page that says when the companies are most responsive, a handy thing to know if you're trying to get help quickly. Apple's support account says its most responsive from 5AM to 8PM PT, for example.

We've reached out to Twitter to see if it has any other details on its new profile feature, including when it'll roll out to more support accounts and when more users will start seeing it.

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