This is another post, exclusively sourced from all the amazing people, that joined us in on #ToolsChat last Wednesday, a chat, that has quickly become a core channel for us here at Buffer, to keep in touch with the amazing people supporting us.

The people are way smarter than I am anyways, so I think it is only fair to make their contributions the subject of the post.

There were lots of great answers to the question How can customers interact better with their customers? These were the 5 most retweeted and discussed.

Big thanks to @Twchat, @SociallySavvy4U @DougRidley, @JamesHicks and @Kabaim. These are their contributions.


1.) Escalate your interaction

This is a fantastic contribution from @Twchat:

listen –> tweet –> @reply –> DM –> phone –> in-person

Taking it step by step to get towards your customer is a great technique to make the most of Twitter. See Twitter as a starting point and work your way towards the customer without overwhelming him.


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2.) Participate in Twitter Chats

An obvious, but still far neglected suggestion was that businesses should participate in Twitter chats. They are a great starting point to put a personal face to a brand help to engage with your audience.

Getting started is easy, here are 5 tips from @Twylah:

5 Tips To Make The Most Of Twitter Chats

3.) Give your customers a reason to talk to you.

This was a fantastic tip yesterday from @dougridley. Make it easy for your customers to start talking to you. Ask questions, produce interesting content, try promotions and digital events. All these are a far better topic for conversation than talking about your own product all the time.


4.) Monitor what is being said and engage

This was brought up by @Kabaim. You can do so with a great tool called Twilert or by using the new Twitter search. Whenever your brand is mentioned, jump in and kick off a conversations. It can make a huge difference and brought us many loyal users for Buffer for example.

Setting aside a bit of time to responding to your customers, directly feeds into higher engagement and revenues.


5.) Become an expert in your niche through Hashtags and Lists

By making getting savvy in how to use hahstags and Twitter lists can greatly facilitate using Twitter. Most importantly it can help you focus on the kind of audience that is relevant to your business.

Hashtags are another way to get savvy in a certain field quickly. If you are looking for a few hashtags to start out with, you can find them here. Big thanks to @JamesHicks for this contribution.


This is the 2 part of all answers from #ToolsChat, happening every Wednesday at 10pm EST. There is more to come for sure.

If you want to see the whole transcript, you can find it here. Oh and if you would like to make your Tweeting more efficient, try out Buffer for free.


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Written by Leo Widrich

Co-founder and COO at Buffer. I enjoy working on company culture, customer development and marketing. For more personal posts, check out leostartsup.

  • Twitter chats are great because you can get a great view of a person. this helps build your community.

    “Black Seo Guy “Signing Off”

    • Hi Antonio, 

      Yes, absolutely, I think just like you say, it is a way to get to know the person a lot better! 🙂

  • Anonymous

    Good tips. I personally don’t like having long chats on Twitter, no more than 2-4 exchanges. It is NOT meant to me, and not a very good platform for chatting, in my opinion, because it clogs up the line and can get too personal.  That is the reason Facebook has a separate chat feature, and why we have Skype, Yahoo, etc. for that.  Again, in my opinion.

    • Awesome, glad you liked the tips.

      Yes, you are right, a whole conversation might be tricky. The Twitter chats mentioned above are more like online events or talks, where people just mingle together and discuss a topic that has been announced. Does that make more sense to you?

      • Anonymous

        Yep. Thanks for responding.

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  • Amazing tip from @twchat :). I have seen quite a few brands who are apt in replying all kinds of things and also found brands who don’t care. Brands need to do some brainstorming in why they use Twitter and if you don’t build relationship then forget sales. Great inputs as always and sad that i missed it.

    • Yes, me too, I found this rule incredibly useful!

      No worries, hope to see you next time Prasant! 🙂

  • I am honored to be blogged as a helpful tweeter.  If anyone reading this would like to escalate how they are using twitter chats either as a member or a host, please feel free to reach out to me.  I will find the time for you.


    • Hi Robert, no worries, it was fantastic to have you participating and sharing your thoughts, I felt there is an incredible amount to learn from your experience. 

      Sure, that’s a great offer and I am sure others will take you up on it! 🙂