Creative roundup: 4 brands that take Twitter customer service to the next level

 Liz Alton

By Liz Alton

March 29, 2018

Customers turn to Twitter for support and answers to their questions. It pays off for brands to engage — research shows, for example, that people who received customer support on Twitter from telecom brands preferred those brands 3X more than those that had not.

How can your brand take its Twitter support to the next level? To spark some ideas, we’ve rounded up standout examples of effective customer service interactions.

Warby Parker offers personalized retail advice

Eyeglasses and sunglasses retailer @WarbyParker keeps its eye on excellent customer service with a dedicated help account @WarbyParkerHelp. Their timeline is filled with praise for excellent customer service, fast responses, and their personal touch. Their #HomeTryOn hashtag campaign allows customers to try on different pairs of glasses and Tweet customer support for expert advice.

AdobeXD offers hands-on customer support and technical support

@AdobeXD's software lets designers quickly prototype and create user experiences (UX) for websites and mobile apps. Designers can ask @AdobeXD detailed questions about the software and get quick advice on the best way to accomplish their tasks. This level of tech support usually requires a phone call or digging through mounds of resource material.

Evernote supports business users with direct messaging options

Tweeting a question can help you get support. However, it’s not always appropriate for sensitive information that involves personal contact information or payment details. @evernote’s support account, @evernotehelps, shows brands how embedding a “send us a DM” link within a Tweet makes it easy for customers to move to the next step in the customer experience.

Glossier keeps things light and helpful

Beauty brand @glossier is legendary for its customer support and often engages in deeper cross-platform conversations to offer support. They also post fun memes and answer quick questions from their customers to create an always accessible tone. 

Know a brand doing exciting things on Twitter? Share them with us at @TwitterBusiness.

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