How to provide great social media customer support on Twitter

When customers are reaching out to you on social media, we recommend having a real human on deck who's willing to go the extra mile to provide excellent customer service.

By Suzanne Barnecut

Published March 18, 2014
Last updated January 21, 2021

Much like the Wizard of Oz, it's not always clear to consumers who sits behind the curtain of a brand's Twitter account. But they expect it to be a real person who's willing to go the extra mile to provide excellent customer service.

For years, companies have been pouring money into social media marketing and advertising. Twitter boasted 186 million daily Twitter users, up 34 percent from this time last year. Missing this opportunity to connect with your customers really isn’t an option.

Twitter’s own 2019 marketing study found that 93% of Twitter users are open to interacting with businesses’ Twitter handles. And in fact, the study discovered that users prefer brands to interact by providing social media customer support and real-time customer assistance.

Our tip sheet for providing Twitter customer service includes takeaways like:
  • Searching for direct and indirect brand mentions
  • Harnessing the power of the retweet to share positive customer tweets about your brand's great customer service
  • Using Twitter to promote other customer support channels
  • Using marketers’ secrets to write punchy tweets in 280 characters or less to attract potential customers
  • Developing a customer service strategy around Twitter features such as direct message, hashtags, and lists
  • Hosting a real-time Twitter chat with your customers

The power of Twitter customer satisfaction is all in the response time. Use our guide to get your support team prepped on the speed of Twitter customer care. Before you know it, your social customers will be tweeting about your brand's amazing customer experience.