How to Direct Message on Twitter for Customer Service

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  • October 29, 2015

I’m sure you noticed, but Twitter did this amazing thing not so long ago: they increased the character limit of direct messages from 140 to 10,000. How to Direct Message on Twitter

This is a pretty huge difference and a change that was very welcomed and long overdue. (Nothing is more frustrating than having to break up your conversation into short 140-character statements.)

Sure, we have to deal with longer spammy messages and possibly an increase in them, but chances are you ignored those anyway. <wink>

One of the most amazing things is what these longer messages can do for businesses, and more specifically, customer service.

So how CAN you use direct messages for your business?

How to Direct Message on Twitter for Stunning Customer Service

1.  Change Your Settings

Well first thing’s first.

Before you can use direct messages for customer service you have to modify your settings so that you can receive direct messages from anyone.

This setting is turned off by default, but all you have to do is go into your privacy and security settings to turn it on.

2. Invite customers to direct message you

Chances are you’ve heard some customer service requests via Twitter from at least a few people over the years…and probably more than a few if you have a larger customer base. Unlike Facebook and other platforms where you can’t be sure your messages are received, Twitter makes is easy to openly contact businesses.

So instead of entirely trying to solve a problem publicly, when someone @mentions you on Twitter with a customer service request, ask them to send you a DM to discuss the issue further.

It makes it easier for both you and the customer to keep track of the thread of messages in one location. It also turns a very public conversation into one where private information like confirmation numbers or addresses could be shared without concern.

Also, by inviting THEM to direct message YOU, a message is also less likely to slip through the cracks.

As I mentioned in the beginning, we all get a lot of spam, most of which you probably ignore. By inviting them, in the same way they contacted you, to reach out to you via DM, they will be more likely to monitor their inbox for your response.

3. Show lurkers you’re on top of problems

If you respond to an @mention by sending the individual a direct message, anyone who is watching for your response may think you’re ignoring the person who sent it… and trust me, someone is always watching to see how you handle customers.

By taking the time, instead, to invite them to send you a direct message to discuss further, anyone who is watching will know that you are addressing the issue.

Final Thoughts

Direct messages are a great tool when used wisely.

Obviously you don’t want to start using them to spam your audience.

However, if you’re using them to provide value and are openly inviting customers to contact you via DM to better serve THEM, you shouldn’t have any issues.

Make sure that you also share how to direct message on Twitter with your employees or anyone managing your Twitter account.

Are you using direct messages in your business?

Share in the comments below.


Author Sheena White

More posts by Sheena White

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