Streamline your customer service with Rocket.Chat’s new Twitter app

Lucia Fallavena
June 25, 2021
·
min read

In today’s fast-paced world, companies must be able to provide support where their customers are. With over 187 million daily active users, Twitter is undoubtedly one of the social media channels where companies must be present and available.

To help businesses offer a direct communication line with Twitter users, we’re glad to introduce Rocket.Chat’s new Twitter integration.

Why should companies provide customer service on Twitter?

Twitter has 187 million daily users (2020), but its large user base is not the only reason why it has become an increasingly relevant tool for customer service.


According to Harvard Business Review, customers who have a support interaction on Twitter are much more likely to pay more for a company's services and choose that over a competitor. Therefore, proper customer service via Twitter is vital for companies aiming to have a robust Omnichannel communication strategy.

More customer satisfaction, less customer friction

As part of our Omnichannel Customer Solutions, we’re introducing our new Twitter app.


The app allows users to easily integrate Twitter's API with Rocket.Chat by automating the whole process. That way, companies can connect their human or chatbot agents to customers via Twitter and manage them from one single place: Rocket.Chat.


Once you integrate Twitter into your Rocket.Chat workspace, you'll be able to manage all direct replies sent to your Twitter account in a breeze.

Thanks to Rocket.Chat, we figured out how to deliver and win customers without sending engineers on site. Their Omnichannel features enabled us to provide enterprise-level support, a huge differentiator to win more business.

Mike Schwartz

Mike SchwartzCEO at Gluu

Adding the app to your workspace is simple:

  • From within Rocket.Chat,
  • Access the Administration panel within Rocket.Chat
  • Open Marketplace ? Twitter
  • Click “Install” to subscribe to the Twitter app (price is USD 25)
  • Simply follow the setup wizard’s steps. In 5 minutes the app is ready to go :)

For more tips about installation, please check out this guide.

Centralize social media messages in one single inbox

Handling customer service on multiple social media channels is often messy for businesses. Multiple messages spread across different inboxes can seriously impact your CSAT score and harm team productivity.

With Rocket.Chat, companies can centralize their entire customer service in one single platform, embracing the most relevant social channels – Facebook Messenger, Twitter, WhatsApp, and more.

But it doesn’t end there: the Twitter app offers specific features to help businesses deliver exceptional customer service experience. Check them out.

Define specific teams to manage Twitter

By connecting Twitter to Rocket.Chat, you can define a Department or Team to be responsible for handling your Twitter customers. This facilitates tracking the agents’ performance on Omnichannel’s dashboard later on.

Enable agents to send/receive files from Twitter users:

As customer service goes beyond text-only messages, this feature allows customers to send:

  • All types of media to companies
  • Images and GIFs only
  • Video only

Let customers know when your team is available

Rocket.Chat allows you to set public working hours when your team is working, and even create a personalized response in case your team isn’t able to pick up a new ticket immediately.

Delight customers with personalized messages

Customize welcome/goodbye messages to be sent to customers whenever they get in touch with you.

Choose whether to hide or show your agent’s name

Showing the agent name is optional for Twitter users. If you wish to hide it, simply choose “none” inside Rocket.Chat.

Ready to get the best out of your customer service team?

Take the first step with Rocket.Chat, the remote-first hub to have both team collaboration and customer support in a single place. Leverage a secure and customizable platform hub with endless apps, bots and communication tools to boost customer support.

Get started with Rocket.Chat’s secure collaboration platform

Talk to sales

Frequently asked questions about <anything>

Product Marketing Manager at Rocket.Chat. Lucia keeps our readers informed about the latest Rocket.Chat product news & improvements.
Lucia Fallavena
Related Article:
Team collaboration: 5 reasons to improve it and 6 ways to master it
Want to collaborate securely with your team?
Deploy Rocket.Chat on-premise or in the cloud and keep your conversations private.
  • Digital sovereignty
  • Federation capabilities
  • Scalable and white-labeled
Talk to sales
Looking for a HIPAA-ready communications platform?
Enable patients and healthcare providers to securely communicate without exposing their data.
  • Highly scalable and secure
  • Full patient conversation history
  • HIPAA-ready
Talk to sales
The #1 communications platform for government
Deploy Rocket.Chat on-premise, in the cloud, or air-gapped environment.
  • Secure data governance and digital sovereignty
  • Trusted by State, Local, and Federal agencies across the world
  • Matrix federation capabilities for cross-agency communication
Talk to sales
Want to customize Rocket.Chat according to your own preferences?
See behind the engine and change the code how you see fit.
  • Open source code
  • Highly secure and scalable
  • Unmatched flexibility
Talk to sales
Looking for a secure collaboration platform?
Keep your conversations private while enjoying a seamless collaboration experience with Rocket.Chat.
  • End-to-end encryption
  • Cloud or on-prem deployment
  • Supports compliance with HIPAA, GDPR, FINRA, and more
Talk to sales
Want to build a highly secure in-app chat experience?
Use Rocket.Chat’s APIs, frameworks, and managed backend to build a secure in-app or live chat experience for your customers.
  • Supports compliance with HIPAA, GDPR, FINRA, and more
  • Highly secure and flexible
  • On-prem or cloud deployment
Talk to sales

Our best content, once a week

Share this on:

Get your free, personalized demo now!

Build the most secure chat experience for your team or customers

Book demo