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.
Log into Intercom "Platform"
Search for the customer's user account, and click into their User Account
On the upper-right hand corner, click the blue icon 'Start a Conversation'
Craft a message to reply to the customer and answer their support question. You can follow this template below as a guide
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!