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How to create best in class customer support on Twitter

Communicating efficiently with your consumers is crucial in creating a loyal customer base, and a brand’s response to a poor experience can be the difference between a return customer and a boycott.

Twitter has become one of the go-to platforms to address customer service issues, and an increasing number of brands have created separate accounts for the specific use of communicating with individual customers.

To uncover customer service best practices, we compared the activity of two huge brands – Target and Walmart – to reveal general communicative techniques employed by each, and to highlight messaging consistent with each brand’s image and tone of voice.