Did you know that when people don’t get an answer from a company, organisation, or destination on Twitter, 81% don’t recommend them to their friends.*? This highlights the importance of conversation and in responding to your followers. 

Here’s how to efficiently handle customer service queries on Twitter:

  1. Like the tweet to show you’ve seen it.
  2. Respond like you would if the person had asked you face-to-face.
  3. Move the conversation to a private channel as quickly as possible.

The third point is the most important, you may need to clarify private details like the their address and as the saying goes, ‘you don’t want to air your dirty laundry in public’. 

Here’s an example:

‘Hi, I ordered next day delivery and my order is still not here!! I’m so angry!’


‘@customer sorry to hear this, please send us a direct message or give us a call on XXXX XXXXX with your order number and we’ll get this sorted for you asap. Thanks.’

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