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Template: How to Respond to Support Questions From Twitter

When a user or prospect tweets at us with a support question, respond to them directly in Twitter letting them know that our Support Team will be reaching out directly.

  • Peggy on Marketing will ping @cust-support in the #social Slack channel to alert them of the Customer question.

For the Support Team:

  1. Log into Intercom "Platform"

  2. Search for the customer's user account, and click into their User Account

  3. On the upper-right hand corner, click the blue icon 'Start a Conversation'

  4. Craft a message to reply to the customer and answer their support question. You can follow this template below as a guide

    1. "Hi <NAME>
      Thanks for reaching out to us via Twitter. I'm happy to help with your support question here.
      <INSERT ANSWER TO THEIR QUESTION>
      Please feel free to reply here if you have any additional questions, happy to assist!
      Cheers,
      <NAME>

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