Is X (formerly Twitter) still a viable platform for customer service?

All answers to this question.

X is still the place for "public" complaints, but its dominance is fading. If you aren't paying for the "Verified" status, your replies to customers are often buried at the bottom of the thread, which makes support look non-existent to the public. I highly recommend diversifying into WhatsApp Business. It allows for automated FAQs, quick replies, and a much more personal connection. Customers today prefer the "Instant Message" feel of WhatsApp over the "Public Shout" of X. We transitioned a retail client to WhatsApp for support last year and their "Resolution Time" dropped by 50% because the communication was so much more direct.

   Answered 2025-05-22 by Michelle Adams

Are your customers actually asking for help on Threads yet, or have you noticed that the platform is still mostly used for "brand banter" rather than serious support?

   Answered 2025-05-25 by Jeffrey Lewis

• Jeffrey, you hit the nail on the head. Threads feels very "experimental" right now. People are posting jokes, but when they have a billing issue, they still head to X or our website's live chat. I think we will keep an eye on Threads, but for the next six months, our focus will be on beefing up our WhatsApp automation. It seems like the safer bet for a reliable service channel, especially since it integrates so well with our existing Facebook and Instagram ad campaigns.

     Commented 2025-05-28 by Anthony Wright

Don't delete your X account, but definitely put a "Link in Bio" that points directly to your preferred support channel so users know where to get the fastest response.

   Answered 2025-05-31 by Nancy Roberts

• Great practical tip, Nancy. Managing expectations is half the battle in customer service. If they know X isn't checked as often, they won't be as frustrated when a reply takes longer.

     Commented 2025-06-02 by Gary Wilson