What is a Twitter conversation?
When a customer posts a tweet directed at your company’s Twitter account, your support team should be empowered to respond in kind. Support platforms like Kayako will take incoming tweets and automatically convert them into cases, which your agents can respond to like any other. When they reply, the response will show up as a tweet back to the customer.
If the request is complicated, agents will sometimes ask the customer to switch to a direct message.
It’s important to monitor and respond to Twitter activity. It tells your customers that you’re listening, and happy to talk with them, over whatever channel they prefer.