Tweets—even customer service-related Tweets—happen in a public forum. So a positive interaction can make your customer happy and show others what it’s like to engage with your business. If an issue takes over 280 characters to resolve, agents can send Twitter Direct Messages.
The Twitter DM API allows you to send in-depth messages enhanced with rich messaging features. The message goes directly to your customer to ensure privacy but is still on Twitter’s platform—eliminating platform-hopping and increasing customer satisfaction.