Twitter Customer Service Done Right: Lessons from 15 Brands
Social media is now a valuable part of many brands’ customer service strategies. While you can use almost every major platform for answering questions and addressing issues, Twitter is one of the best.
The platform makes it easy for consumers to contact brands and businesses directly. The brands can then either respond publicly or provide an alternate way of getting in touch.
Still, adding a new channel to your customer service strategy can be intimidating.
That’s why, in this post, we’ve compiled 15 examples of brands doing Twitter support right. You can follow their lead and start using the platform to serve your customers.
15 Brands Doing Twitter Customer Service Right
As a brand that has a reputation for world-class customer support, it should come as no surprise that Zappos provides excellent customer service on Twitter.
In fact, customers who contact the brand on Twitter can expect the same level of support they’d receive on any of the company’s other support channels.
Instead of redirecting them to another channel or instructing them to send a direct message, support agents take the time to look into customer concerns and provide the information they need.
As a result, customers can have answers to their questions within a matter of minutes.
Like many brands that receive multiple customer inquiries on Twitter, Xbox keeps their customer support responses from annoying followers of their main @Xbox account by running a separate account, @XboxSupport.
Unlike the brand’s main account which shares company news, game launches, and other marketing-focused content, their support account only responds to customer tweets.
This way, they don’t have to worry about losing followers on their main account due to a high tweet volume. Plus, their support team can focus their efforts on users who are reaching out directly.
In many cases, a brand simply can’t provide the answer a customer needs without asking for personal information.
Domino’s, for example, needs to know a user’s name, phone number, and email address before accessing their order information. But given that Twitter is a public platform, it would be unwise to ask customers to share it via a tweet.
Instead, their support team instructs users who contact them on the platform to send this information via a DM (direct message).
This way, the support agent responsible for each inquiry can find the information they need to provide a helpful and accurate response.
While some support teams focus their efforts solely on existing customers, ClassPass takes the time to respond to all of the users who mention them on Twitter—even those who aren’t yet members.
Some users, for example, reach out to express their frustrations about the fact that the brand doesn’t yet operate in their city.
By responding to these tweets, ClassPass makes it clear that they hear those users’ concerns.
This simple step can be the first in establishing a relationship with a prospective customer. That way, when they do have the chance to join, they’ll already have a reason to support the brand.
Sephora’s Twitter support is a prime example of a team that’s well-versed in the company’s products.
Many users reach out to look for product recommendations or share reviews of the ones they’ve tried. On their Twitter page, their support team makes it clear that they’re familiar with their products and are just as excited about them as their customers are.
This gives customers all the more reason to get in touch via Twitter and make the platform part of their research and shopping processes.
6. Southwest Airlines
Southwest Airlines is another brand that takes pride in its reputation for great customer service. And that comes across in the fun, sometimes creative tone they use to respond to inquiries on Twitter.
For example, when one customer posted their question in the form of a poem, the brand’s support team provided an answer to match.
Adding some personality to support interactions can go a long way in establishing brand loyalty. Plus, it’s just plain fun. Brightening a customer’s day is more than worth a few extra seconds of effort.
As an international brand, Amazon’s support-focused Twitter account receives dozens of inquiries in a variety of languages every day.
In order to meet these needs, the account offers support in English, Spanish, German, French, Portuguese, Italian, and Japanese.
This way, all of the brand’s customers can get the support they need in a way that’s convenient for them.
8. Peet’s Coffee
Peet’s Coffee is another brand that does an excellent job of providing thorough, helpful responses on Twitter.
The account’s support team is clearly well-versed in the company’s products, policies, promotions, website, and app.
This is the level of support that any business should aim for if they’re looking to use Twitter. Instead of simply using the platform to direct users to another channel, train your agents to find the solutions your customers need.
Spotify’s website is home to an extensive knowledge base with articles about everything from billing and payments to tips for finding new music.
Their Twitter support team makes the most of these articles by directing users who reach out on the platform to the articles that are relevant to them.
Of course, if an agent can fully resolve a question with 280 characters, this isn’t necessary. But for users seeking more in-depth information, it’s extremely helpful.
Much like Amazon, IKEA has a large, international customer base. But instead of responding to all of their inquiries from a single account, the company runs dedicated Twitter accounts for each of the countries they serve.
This way, the brand’s support team can divide their efforts, and agents can serve customers in their own regions and languages.
Plus, IKEA’s product offerings sometimes vary by country. This approach ensures that agents can always provide accurate information based on each customer’s location.
11. Best Buy
Best Buy’s Twitter support team does a nice job of providing actionable advice to customers and giving them the opportunity to get in touch for further assistance.
While many brands respond to every inquiry by asking the user to send a direct message with more information, Best Buy’s team attempts to provide a resolution first.
With this approach, they might be able to resolve the customer’s issue without requiring them to send a new message and re-explain their problem. This saves that customer the additional time and effort.
And if their resolution isn’t enough, the customer can easily get in touch to find the information they need.
As an ice cream brand, Enlightened doesn’t receive a ton of tweets with questions about their product or other traditional support inquiries.
Instead, many customers tweet and tag the company’s account with photos of the products and reviews of their favorite flavors.
And while answering these tweets isn’t exactly urgent, the brand often takes the time to write fun, engaging responses. This is a simple way to build brand loyalty and give those users all the more reason to become repeat customers.
Google’s support website is home to a ton of helpful information for anyone using the brand’s many products like Gmail, Google Drive, and Google Calendar.
So when a user reaches out on Twitter, their support team often links to those resources.
This way, even if their need is simple, the brand can take a proactive approach to address needs they might have or issues they might run into in the future.
T-Mobile runs a dedicated support account under the handle @TMobileHelp. A member of their main support team monitors and runs this account.
When a user reaches out with a question or concern, the support agent who responds includes a link to their own profile.
Although text-based support can’t fully replicate in-person (or phone) conversations, this simple step adds a human element to Twitter interactions. It reassures users that they’re speaking to a person—not just a brand.
LaCroix is another brand that doesn’t receive a ton of serious support inquiries, but they still see a decent amount of mentions and engagement on Twitter.
This gives them the freedom to take a fun, lighthearted approach to their responses, which often involves GIFs and memes.
So even if your customers aren’t yet using Twitter for their support needs, there’s no reason not to get active on the platform. Even simple responses like LaCroix’s can be the first step in incorporating it into your strategy.
Twitter has the potential to be an excellent addition to any brand’s customer service offerings.
And as the examples above illustrate, there are plenty of ways to tailor your approach to both your business and your customers’ needs.
To get started, just choose a tone that matches your brand, show that you care, and focus on delivering the information and support that your customers want.
With this approach, Twitter can become a valuable tool in your support strategy. It’s also a great way to meet your customers on a platform they’re already using.