Connect with your customers on Twitter
Use Twitter to upgrade your customers’ experience
For businesses, Twitter is the best place to have conversations that support, educate, and delight people. It’s a place for authentic interactions.
Follow these best practices to keep your customers happy, engaged, and coming back for more.
Let people know you provide support
Indicate that you provide support on your profile by turning on
our support indicators and display your hours of availability.
This will show people that they’re Tweeting at the right account
and informs them of when they can expect response.
Take public conversations private
When interacting with a customer on Twitter, you might want
to take the conversation from the public timeline to a private
Direct Message. To make this transition easier, you can Tweet
a specially formatted link and Twitter will automatically
transform that link into a simple call-to-action button.
When a person clicks that call-to-action, they’ll be taken
directly into the Direct Messages screen with your
@name already selected, as well as the public Tweet visible for context.
Create compelling experiences
Once you’ve moved customers to Direct Message. You can
greet them with a custom welcome message.
This sets expectations as they enter a Direct Message
conversation—without requiring people to send the first
message. Quick replies let businesses prompt people with the
best ways to reply to a Direct Message, whether by choosing
from a list of options or by guiding users to enter specific text
values. When quick replies and welcome messages are used
together, businesses can reduce wait times and educate
people on the best ways to interact with them.
Get customer feedback
After your business has an interaction with a customer on
Twitter, you may want to ask them how it went. With
Customer Feedback, you can easily prompt them to leave