Help Desk Integration - Twitter Channel

Manage Twitter conversations and mentions from Enchant shared inbox

Providing customer support on Twitter has become essential for businesses to stay competitive and relevant with the new social media generation. In fact, 64% of customers on Twitter prefer to tweet at the brand’s support handle over calling or emailing the company.

Many customers prefer reaching out to businesses publicly on popular social media platforms like Twitter. Receiving quick responses from your business can help build a better experience with your brand for not only your existing but also potential customers.

Manage Twitter Conversations as a Team

Using Twitter integration, Enchant converts the customer tweets into tickets in your Enchant inbox.

When your team writes a response on a Twitter conversation, it is sent to the customer through your Twitter channel.

Now, your support team can use their standard workflows and productivity tools to work together and efficiently resolve your customers’ problems.

Benefits of using Twitter Integration

By adding Twitter integration with Enchant, your team is able to serve your customers more effectively from a central place:

  • Boost Productivity: Assign tickets for clear ownership of requests, use macros & bulk actions for speed, and work faster with canned responses.
  • Team Collaboration: Share drafts, exchange private notes and avoid duplicate responses with collision detection.
  • Workflow Automation: Apply custom rules and organize request types for initial routing.
  • Customer Context Customer information from your CRM and recent tickets are visible when writing a response to the customer.
  • Communication History: All customer interactions via the Twitter channel are archived in the customer's communication history within Enchant.
  • Analyze Trends: Built-in reports with ability to drill deeper for details over a certain length of time.

You customers will be able to see your responses as tweets, and continue the conversation when they are available.

Providing help to your customers using the channel that is most comfortable for them will lead to happier customers!

Integrate Twitter with a Few Clicks

Connect your Twitter with Enchant by adding the Twitter channel from the Channels settings page. It's a hassle free no-code solution that does not require use of advanced technical skills.

When you add the channel, the system will guide you through a few simple steps to give Enchant access to your Twitter. Read here for more details on the setup.

If you have any questions, feel free to reach out to us.

Common Questions

Is there any extra cost for using Twitter Integration?
Enchant does not charge any extra fees per message when using Twitter integration. In fact, all our integrations are included for free in our simple and affordable pricing of $15 per user per month.
Can the Twitter integration bring both twitter mentions and DMs into Enchant?
Yes, you can choose to auto-convert all @mentions to tickets using the same Twitter integration from the channel settings. By default only Twitter DMs are converted to tickets.
How long does it take for the Twitter conversations to show up in Enchant?
You should see the conversations turn into tickets in Enchant almost immediately or at least within a couple minutes.

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