Customers take to Twitter to share glowing reviews, air their frustrations, and quickly connect with brands. It pays off to respond to social customer service requests in real time: research shows when a customer Tweets at a business and receives a response, they’re willing to spend 3–20% more on an average-priced item from that business in the future. How can busy brands and social media managers offer their customers the best Twitter customer support?
Tap into Twitter's customer service features
Twitter offers a series of features which allow you to provide better support and cover the basics of customer support best practices. Using these features lets you:
- Display your support hours so people know when they can expect to hear back from you
- Enable direct messages, so more complex issues or private customer details can be shared directly with you
- Turn on the “support” option so customers immediately see that your brand’s Twitter account is customer-service friendly
- Use “welcome messages” that prompt people typing a DM on what message to share
Monitor brand mentions and keywords to find service opportunities
Tuning in to the right conversations is the foundation of providing good customer support. You have to capture opportunities when they arise. Focus on Tweets to your account, brand mentions, product mentions, common misspellings of these terms, and relevant keywords. It’s also important to watch and respond to direct messages. Each of these events provides an opportunity to engage with customers and build stronger relationships.