Written by Dhariana Lozano

October 13, 2016 at 1:39 pm

Why Aren’t You Using the New Twitter Customer Service Features?

Using Twitter for customer service is not only convenient for consumers, but also for your business. Recently Twitter has rolled out tools to make offering customer service on the network more convenient than ever. Let’s look into Twitter customer service a bit more and see how your business can benefit.

Benefits of Using Twitter for Customer Service

Twitter is at the forefront of customer service, with more and more people reaching out to brands on this social channel when they have a problem or question. And there are tons of great reasons for you to take to Twitter to answer back.

  • Cost effective: According to Twitter’s “Customer Service on Twitter Playbook,” using Twitter for customer service saves about 80% per interaction compared to phone calls.
  • Timely: Real time conversations provide the platform for quick problem solving or opportunity. And the faster you respond, the better.
  • Effective: Learn about and solve customer issues, answer questions and more, faster than ever.
  • Opportunities to surprise and delight consumers: Twitter lets you get into real time, real life conversations customers are having with each other. This provides great insight into what they are happy with, what they aren’t, and how you can improve your business.
  • People are asking for it: Did you know companies are struggling to keep up with queries sent to their customer service channels? These are many missed opportunities left on the table.
  • More reach, retention and customers: Twitter describes communicating on the platform as “one on one to many” – this means a great interaction with your brand can be amplified to reach more than the one customer you helped. Responding to customers and resolving negative tweets tends to increase positive word of mouth activity for your brand on Twitter.


    Image via Twitter Blog

Twitter Customer Service Stats

Customer service is a huge driver of customer satisfaction. In fact about 51% of Americans surveyed by Twitter have admitted to switching service providers solely based on their customer service experience. The happier your customers are with your service the more likely they are to buy from you again, or pay a little more for your products and services.

Last year Twitter teamed up with Applied Science to create a study relating to customer service on Twitter and the airline industry. They report that “when a customer Tweets at a business and receives a response, they are willing to spend 3–20% more on an average priced item from that business in the future.”


Image via Twitter Blog

Twitter’s New Customer Support Features

Recently, Twitter further embraced its customer support side by adding new customer support features. Businesses can now add a big message button and support indicators to provide a more seamless customer support experience.

These new customer support features are a great way to show your customers you care, while managing your customer’s expectations of when they can hear back from you. The “provides support” feature also pops up when customers searches for your handle, begins a tweet with your username or begins a direct message to you.

T-mobile Twitter customer service

Image via Twitter Blog

To set up the new customer service features for your business you’ll need to head over to the new Twitter dashboard. From this screen you’ll be able to set your direct message settings and activate the Support account feature as well as add the hours in which support is available from your business.

Turning on your customer support features will uncover robust options which we’ll get into below.


How  to Use Twitter for Customer Service

Once you fine tune the settings in your new dashboard, consider providing great customer service with these ideas.

  • Set up a Welcome Message: Welcome Messages are a new addition to Twitter. With your customer service tools turned on you’ll be able to send customers a greeting when they send you a message. You can customize your welcome message within the Twitter Dashboard.
    •  evernote-twitter screen-shot-2016-11-04-at-2-13-20-pm
  • Tweets. Customers asking questions or reporting issues will not hesitate to tweet at the brand they are having issues with. You can interact with customers directly, or take issues offline when necessary. One more way to use tweets for customer service is to use search parameters to find customers having issues and suggest solutions.
  • Deep links: Deep links are links within your tweet that include a call to action button which opens directly to the DM window – making it super easy to take more complex issues offline, or have a deeper conversation with your customer.  Here is a more detailed explanation from Twitter:
    • Using this new feature is easy. It requires that your Twitter account settings are set to “Receive Direct Messages from Anyone” (Settings > Security and Privacy > Privacy), and that you include a link in your Tweet using the following format: https://twitter.com/messages/compose?recipient_id={your account’s numeric user ID}That’s it! When you post the Tweet with that URL, the call-to-action will appear in supported clients. (Other clients will just see a deep link that is fully-functional.)To find your User ID all you need to do is navigate to the Your Twitter data section in Settings and your User ID will be located right below your @username.
    • Your deep link will look something like this:

      Twitter customer service

      Image via Twitter Blog

  • Quick replies: You’ll have to work with a Twitter development partner to set up quick replies, but what this feature does is set up responses on an automated system to frequently asked questions.
  • Using third party tools and partners: Tools can help you organize and streamline your Twitter customer service process. Twitter currently has two customer service partners, Fabric and GNIP. Both Fabric and GNIP allow companies to connect customer Twitter handles to their CRM system – making it super easy to check on specific customer details, past conversations and interactions.

You can also track customer conversations with Agorapulse.


  • Opportunities. Take a page from Hilton Hotels who found a potential customer with a problem, offered a solution and converted a guest – all on Twitter. As a bonus they threw in a “delight” with coffee.

Twitter management tool Agorapulse

Twitter Customer Service General Tips

  • Set up a separate account for Twitter customer service: This isn’t crucial, but makes tickets easier to sort, especially if your work with a team. All queries can be centralized, easy to access and track from start to finish.
  • Take complex issues offline. Remember that the sooner you address issues and take them offline the better. What do I mean by taking them offline? Offer your customer a way to speak in more detail – privately. This means sending a deep link to DM conversation or relaying a customer service email or phone number.
  • Respond promptly. Now a days customers expect a response quickly. Although you or your team can’t be in front of the computer 24/7 make sure to check and respond to customer inquiries ASAP.
  • Initial each tweet. Just like you like to know the name of the customer service agent helping you on the phone, initialing each tweet when working with a team can help keep things organized. This also helps interactions feel more human.

  • Take advantage of positive feedback. Twitter is an awesome network for reach and visibility. Make sure to use this to your advantage by retweeting or featuring positive feedback within your accounts or content.

Twitter can be an excellent customer service tool. The real time nature of the social media networks makes it ideal for customers trying to get help or report issues. Using Twitter customer service also allows your brand to tap into great growth opportunities. Now that you know about all the benefits of using Twitter for customer service, what are you waiting for?

Why aren't you using the new Twitter customer service features?
Dhariana Lozano

Social media and digital engagement professional with 7+ years experience in both B2B and B2C industries. Living and blogging from NYC on DhariLo.com, Co-founder at SupremacyMarketing.

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