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How Brands are Using 'Featured' Tweets, Twitter's Most Recent Customer Service Tool
By: Digiday
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From dealing with pesky trolls to legitimate complaints and everything in between, socially savvy brands have leaned on Twitter as a customer service tool for years. In no mood to lose its lead in the area, the platform is extending features it began testing out last summer to a broader range of brands.

Brands including Starbucks, Citibank, Hotels.com and Hyatt are curating custom profiles on Twitter, which break down their streams into three distinct sections rather than a scroll of tweets in chronological order. The first section features its most recent posts, the second section contains a gallery of images the brand chooses and the third section has “featured” tweets that brands can use to highlight their best or most relevant posts. Below these sections, all of the brand’s tweets appear in the normal chronological timeline.

Featured tweets are a good way for brands to surface relevant information up top or show users a few pretty pictures, but also makes Twitter more useful for users, said Huge’s assistant director of social media Kevin Del Rosario.


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This article was published on Digiday.com.  A full link to the original piece is after the story. www.digiday.com
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