Using Twitter as a customer service tool

Customer service revolution

Twitter has completely transformed the way we live our lives online and is great at many things, including improving customer service. The real-time nature of the platform makes it easy for customers to ask questions, champion brands they like, and reach out for additional support if necessary.

Using Twitter as a customer service tool
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Research suggests that up to 1 in 3 social media users prefer social media customer care services to telephone or email, so the stakes are high and it’s important to get your Twitter right. Here are our three top tips for using Twitter as a customer service tool.


Simply responding is one of the most effective ways of using your Twitter as a customer service tool. Nobody likes to be ignored and on social media it’s for everyone to see. When consumers don’t get an answer from a company on Twitter, 81% don’t recommend that company to their friends, according to a survey conducted by Twitter and Research Now. We recommend checking your Twitter’s notifications at least once a day to make sure you don’t leave people hanging for a response too long or end up ignoring them altogether.

Think of responding to a tweet the same way you’d greet someone who walked into your office or shop. Think positive and enthusiastic!

Responses don’t have to be long, keep them short and friendly and don’t be afraid to use pictures, GIFs, or emojis. An enthusiastic GIF or a smiley face clearly communicates your mood. Additionally, images and gifs can transcend language or literacy barriers and can add a splash of colour to your timeline.

Remember, not everyone tweeting about your business may know your handle so consider searching Twitter for your company name to join in any conversations. The advanced Twitter search bar functions allow you to filter Tweets by location and date.

Utilise DMs

Unlike Tweets, direct messages don’t have a character limit so they’re perfect for conversations that are lengthy. Also, they’re private so if you’d prefer a chat between you and your customer without prying eyes – take it to the inbox.

If your conversation is light-hearted and positive, keep it public to show other users you’re reachable, ‘human’ and good at customer service. Alternatively, if you publicly address negative comments then other people can see how well you respond to dissolving negative situations. This will directly reflect on how others (and most importantly potential new customers) view your brand and if they’ll want to do business with you.

However, if you need to go into more detail about the query or require some of the customer’s personal information, we recommend replying gracefully with a ‘Send private message” link. Not only will this declutter your timeline, it’ll keep all information private and look professional to other Twitter users.

Broadcast positivity

One of the best parts about being active on Twitter is that it’ll ensure customers will shower you with positive reviews. Not only are these tweets a big pat on the back for all your hard work, they’re also a fantastic way of promoting your business. By retweeting a nice comment, you’re broadcasting it to all your followers.

User-generated content is one of the most valuable ways of growing your business online so maximise it to its full potential. Don’t think of it as boasting, but rather sharing a nice compliment to put a smile on your face. We were shown some love by a client and retweeted it.

The more you use and promote your Twitter account, the more responses will pour in over time. Ask customers to follow you in person and other offline methods found in our previous blog here so customers feel encouraged to connect when they’re most excited about their new product from you.

Want to know more about developing your Twitter to maximise your online potential? Speak to us, we can help you with an organised, systematic, manageable and profitable social media strategy across all platforms.

Photo by bruce mars from Pexels

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