Customer engagement platform
Digital-first, omnichannel platform built for enterprises
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
Digital-first, omnichannel platform built for enterprises
Agent efficiency, automation, and operational insights
Self-service support, education, and collaboration
Content management, publishing, and governance
Create a space for customers to get answers, connect with peers, and share new ideas
Connect with customers on SMS, Messenger, WhatsApp, & more
Chat with customers in real-time or anytime on your website
Start the conversation with automation, increase agent efficiency, triage, & more
Protect your brand & drive loyalty across social media and review site
Orchestrate social campaigns that drive business results
Understand social trends from customers, the market, and competitors
Find, curate, and share the best social media content
Deflect inquiries to messaging channels and self-service communities
Automate conversations with our intuitive drag-and-drop platform
Supercharge agents with AI tools & intuitive workflows
Build brand awareness with a user-generated knowledge hub
Drive higher conversion rates and more revenue
Secure solutions to keep customer information safe
Cutting-edge tech to innovate and inform your customers
Deep insights to keep a pulse on customer demands
Real-time capabilities to stay connected with consumers
An integrated platform to nurture the customer journey
Our in-house experts in social media and community management for Khoros customers
More than onboarding and implementation, this is where our partnership begins
Increase satisfaction and improve product adoption with complimentary training.
CX Confessions, the definitive podcast for digital CX leaders
Guides, tipsheets, ebooks, on-demand webinars, & more
Integrations to connect with your customers, wherever they are
Technical overviews and links to developer documentation
Join us for live webinars and other events, like Khoros Engage
Insights, tips, news, and more from our team to yours
Case studies with successful customers to see how they did it
Connect with 70K+ customer engagement professionals
A customer experience podcast with Khoros Customers
Check out our social content and follow us on every major platform
20+ years experience, built from Spredfast and Lithium
Meet the team that leads the team
Press releases and other announcements
Data integrations for better customer experience
We’re hiring — come build the future of customer experience
Need anything? We’re here for you
Our commitment to do more and do better
How does your business resolve customer service issues on Twitter?
According to research from our Digital Customer Care Playbook, approximately 67% of consumers now flock to social media networks such as Twitter to resolve customer service issues. Customers can effortlessly reach out to a brand for help through a public tweet, but not all issues should be handled in the reply thread.
Understanding how to distinguish when it’s best to respond to a customer comment or tweet publicly vs. privately, plus which ones to prioritize first, ensures your support team is aligned and promotes a unified brand. Learn when it’s best to take Twitter conversations private through direct messages so your brand can deliver exceptional customer care.
According to Internet Live Stats, approximately 6,000 tweets are posted by users across the world every second. Most brands don’t have the capability to respond to the seemingly never-ending amount of mentions they receive in a day, which is why it’s essential for companies to identify and prioritize issues.
Public praise from your audience is welcomed, but from a customer service standpoint it’s not a priority that warrants an immediate response. Customer service questions, complaints, and requests should always take priority over responding to non-issues such as positive feedback.
While some issues, such as quick questions, can be handled in the reply thread of Twitter conversations, the following are signals that you should move the discussion to a direct message:
Some issues may require the Twitter user to provide personal information that shouldn’t be shared in a public tweet, such as their address, order number, or other contact information. In cases where it’s obvious this type of sensitive information will be required at some point, we recommend moving the conversation to a direct message as early as possible.
Don’t wait for a customer to inadvertently disclose their personal information in a public space — politely respond to their post with something along the lines of:
“Hey ______, we saw your post and sent you a direct message so we can gather additional information to assist you with this issue.”
Complex issues may require longer conversations where it doesn’t make sense to discuss the matter in a Twitter reply thread. Although Twitter posts can now be up to 280 characters in length, direct messages can be up to 10,000 characters, which gives you greater flexibility to go into detail.
Furthermore, some issues may take days or weeks to resolve so moving the conversation to the direct messages will prevent it from gaining widespread public attention which can damage your brand’s reputation.
Don’t drag out the issue resolution process through a series of 280-word posts — respond promptly with something along the lines of:
“Hey ______, we saw your post and sent you a direct message so we can further discuss this issue.”
A Forrester Consulting report called Getting To Know Your Customers noted that approximately two-thirds of customers who have a bad experience with a brand will switch to a different brand and share their negative encounter with others. If you have an upset customer posting about their poor experience on Twitter, you have an urgent issue that needs to be moved to the direct messages section immediately.
Don’t ignore this as as it can cause the issue to escalate — instead immediately respond with something along the lines of:
“Hey ______, we saw your post and are sorry this issue occurred. We’ve sent you a direct message so we can resolve the issue promptly.”
Customers are tweeting about brands at an unparalleled rate, so it’s essential for your business to recognize the signals that indicate when it’s time to take a Twitter conversation to the direct messages section.
This is just one of many social media customer care best practices. For more tips and advice to create customers for life, check out our Digital Customer Care Playbook.
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