Private or public messaging, that is the question—especially when it comes to social customer service. While most customer service interactions on Twitter start as a public message from a consumer, mentioning the name or @mentioning the handle of a brand, public messages aren’t always the best place to share certain information or resolve an issue.
So when and why is it appropriate to initiate a Twitter Direct Message with a consumer? Read on to learn the ins and outs of Twitter DMs, how your brand can use them to provide better customer care, and other creative ways to use DMs to improve your presence on this popular network…
