Lindsay Kolowich says, “Thanks to Twitter, businesses are closer to consumers than ever before. Tweets haven’t replaced phone calls and handwritten letters, but they’ve become a popular way for consumers to vocalize their questions, praise, or complaints — all in plain view of anyone who can find the conversation online.

But customers don’t just expect you to read their tweets about you — they also expect you to reply. According to charts published on Search Engine Watch, 70% of surveyed Twitter users expect a response from brands they reach out to on Twitter. Of those users, 53% want that response in under an hour. 

It’s important to have a solid strategy for responding to tweets so you can keep your customers happy and drive engagement on Twitter. Should you include a link in your response? How much punctuation (?, !) should you use? Are emoticons off the table?”.

How to Respond to People on Twitter: A Simple Guide for Businesses

HubSpot

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