Twitter for customer service: 7 pro tips and examples

Twitter (rebranded as 'X') gives consumers direct access to the brands they love. A simple mention or DM can turn into a delight-worthy conversation that creates a loyal customer. However, that’s not a given. It all comes down to how you’re using Twitter for customer service.

Support requests vary, so there’s no standard reply formula that can guarantee Twitter customer service success. Instead, brands should build out customer service playbooks to pull from when handling support requests on the network.

To help you create yours, we rounded up seven examples showcasing how top brands use Twitter to deliver stellar support to their customers. Use these as inspiration to guide your customer care strategy on the network.