The most effective ways to handle customer complaints on Twitter

Faith Ocampo Published on May 20, 2016

close-up-finger-tap-Twitter-icon

Twitter is just as important as your other customer service channels.

With of its convenience and instant availability, Twitter is now being used by customers to voice out brand-related concerns. Recent statistics show how this micro-blogging platform emerged as a core element of brands’ customer service.

  • According to Twitter, the number of tweets directed to leading brands has grown by 2.5 times.
  • B2C companies are responding to about 60% of tweets directed at them.
  • Compared with Facebook users, Twitter users are more likely to follow brands.
  • Customers use Twitter to learn about products and services (42%), express their opinions about brands (41%), and seek online customer service (19%).

However, brands on Twitter have to skirt around the limitations of this social platform that may hinder the quality of customer support. The 140-character rule certainly puts a strain on how they reply to customer complaints. They need to craft short replies that don’t leave out important details. In addition, as it’s a public space, everyone can see and judge how a brand engages with the audience in real time. There’s no room for mistakes, thus businesses have to be even more careful.
So although using Twitter for business can be extremely advantageous, having the right social strategy is even more crucial. Even if you originally intended to use it exclusively for social media marketing, you can’t prevent the onrush of customers who see it as an avenue for raising queries and other concerns.

Live by these pieces of advice to enhance your online customer service on Twitter.

1. Know when to move to email or voice.

The most common mistake of companies is that the people who review their feeds are often marketers and not customer service agents. But if you start looking at Twitter as an additional channel for your call center, handling complaints becomes more manageable. Some companies require their agents to create their own Twitter accounts, which they use to reach out to users who mention the brand.

hands-using-Twitter-on-smartphone-over-laptopAs the conversation starts, however, the tricky part is fitting in a very limited space the recommended solutions to customer complaints. When a complex issue is raised, agents must therefore be at liberty to transfer these interactions to a more appropriate channel, such as email or voice. This will free you from the constraints of 140 characters.

2. Respond with warmth.

Remember these:

•     You’re not just a brand. You’re a brand with personality.
•     Social networking sites are built to enhance personal connections.
•     Personalization is key in online customer service.

The fact that customers can voice out their concerns anytime in various platforms is a sign of empowerment. You’ll be working against this if you fail to respond proactively. Often, this happens when brands underestimate the role that social media plays in maintaining their branding. A complaint aired on Twitter is just as important as that raised via phone, and companies are burdened to show the public that they care for their customers. People will applaud you if you’re able to keep your brand’s personality intact as you engage with your community.

3. Speed matters.

One of the main reasons behind Twitter’s popularity is that it brings brands and customers together in real-time. When customers mention you or reply to your tweets, they expect an instant feedback, and those that get one are more satisfied.

hand-holding-smartphone-near-keyboard-alarm-clockIn a world that’s all about connections, brands that make a commitment to fast services are one step ahead of their competitors. It shows that they know what they’re doing and theyre willing to extend this expertise to their customers using the platforms they prefer.

4. Direct customers to an online forum.

Using Twitter’s 140 characters, you can direct customers to an online forum, where there’s a much bigger space dedicated to the issue they need addressed. But only do this if you’re sure that the forum would give them the solutions they’re looking for.

You can also share links to other social networking sites or blogs that contain the information they need. The idea is to maximize the use of your online resources to ensure that your customers are getting the best experience out of the products and services you offer. However, be aware of online security issues that may get in your way.

5. Ask for contact details through DM.

When using Twitter for business, remember that your goal is to build a more tightly-knit community with your target audience. One way to do this is to keep tabs on your customers, listen to their insights, and be prepared to reach out to them within and outside Twitter.

blond-female-office-worker-using-tablet

You can collect their contact details through direct messaging (DM). From here, you can build a customer database. This way, you’ll know how to reach your customers through other means, if necessary.

 

Join us on facebook
Open Access BPO 5 days ago
Open Access BPO recently celebrated the 10th anniversary of its Davao site, marking 10 years of operational excellence and continued partnership with global brands.

From its early beginnings, our Davao site has grown into a strategic hub for English-language back office support, our team of experts delivering reliable and high-quality solutions for critical business functions.

This milestone reflects our commitment to building sustainable partnerships and supporting clients as they scale and adapt to evolving business needs.

——————————
𝘗𝘩𝘰𝘵𝘰𝘴 𝘴𝘩𝘰𝘸 #TeamOABPO Davao 𝘨𝘢𝘵𝘩𝘦𝘳𝘦𝘥 𝘦𝘢𝘳𝘭𝘪𝘦𝘳 𝘵𝘩𝘪𝘴 𝘮𝘰𝘯𝘵𝘩 𝘢𝘵 𝘉𝘢𝘭𝘪𝘬 𝘉𝘶𝘬𝘪𝘥 𝘍𝘢𝘳𝘮 & 𝘒𝘪𝘵𝘤𝘩𝘦𝘯 𝘧𝘰𝘳 𝘢 70𝘴 𝘳𝘦𝘵𝘳𝘰-𝘧𝘶𝘵𝘶𝘳𝘪𝘴𝘵𝘪𝘤 𝘤𝘦𝘭𝘦𝘣𝘳𝘢𝘵𝘪𝘰𝘯, 𝘩𝘰𝘯𝘰𝘳𝘪𝘯𝘨 𝘵𝘩𝘦 𝘱𝘦𝘰𝘱𝘭𝘦 𝘸𝘩𝘰𝘴𝘦 𝘥𝘦𝘥𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘢𝘯𝘥 𝘦𝘹𝘱𝘦𝘳𝘵𝘪𝘴𝘦 𝘩𝘢𝘷𝘦 𝘥𝘳𝘪𝘷𝘦𝘯 𝘢 𝘥𝘦𝘤𝘢𝘥𝘦 𝘰𝘧 𝘴𝘶𝘤𝘤𝘦𝘴𝘴 𝘢𝘯𝘥 𝘱𝘢𝘷𝘦𝘥 𝘵𝘩𝘦 𝘸𝘢𝘺 𝘧𝘰𝘳 𝘸𝘩𝘢𝘵 𝘤𝘰𝘮𝘦𝘴 𝘯𝘦𝘹𝘵.

#WeAreOABPO
#TeamOABPO
Open Access BPO 12 days ago
#TeamOABPO Davao marked #CustomerServiceWeek with a full week of engaging and fun activities. The celebrations brought everyone together through friendly competitions, shared meals, and moments that recognized the people who deliver excellent support to our clients every day.

It was a meaningful way to show appreciation for the teams who help us build lasting partnerships and deliver dependable customer experiences.

#OABPOCSWeek2025
#CSWeek2025 #MissionPossible
#CSWeek #WeAreOABPO
Open Access BPO 13 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗼𝗻 𝗖𝗦 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟱:
𝗖𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗻𝗴 #TeamOABPO, 𝗢𝘂𝗿 𝗘𝘃𝗲𝗿𝘆𝗱𝗮𝘆 𝗛𝗲𝗿𝗼𝗲𝘀

We recently wrapped up another awesome #CSWeek filled with fun activities, laughter, and appreciation for our amazing #CustomerService teams!

From games and challenges to team bonding and well-deserved treats, the week was all about celebrating the people who make Open Access BPO shine every single day.

At the heart of everything we do is our people. Our success comes from their dedication, passion, and commitment to providing world-class service. That's why we're proud to be an employee-first company, where hard work is recognized, and everyone's contribution truly matters.

We had a blast celebrating our #CustomerServiceWeek champions, and we're already looking forward to making CS Week 2026 even bigger and better!

#OABPOCSWeek2025
#CSWeek2025 #MissionPossible
#WeAreOABPO
Open Access BPO 21 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝘀 𝗢𝗳𝗳 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗪𝗲𝗲𝗸 𝟮𝟬𝟮𝟱

Open Access BPO launched its #CustomerServiceWeek 2025 celebration with an event honoring its #CustomerSupport teams.

This year's theme, Mission: Possible, celebrates how #TeamOABPO turns every #CustomerExperience challenge into success through skill, dedication, and teamwork.

A special highlight was a client video thanking employees for their commitment and excellence. Throughout the week, team members across all sites will enjoy themed games and activities leading up to a grand finale recognizing top performers.

#CSWeek remains one of Open Access BPO's most anticipated traditions, celebrating teamwork, recognition, and fun at work.

#CSWeek2025
#OABPOCSWeek2025
#WeAreOABPO #MissionPossible