Connect with your customers on Twitter

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.

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.

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.

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 feedback.