Customer Loyalty Channels
Channels are the ways that you engage with LT members.
(How they create support request and how you communicate with them.)
Regardless of channel support requests become..
Twickets are Tweets that become tickets.
Twickets are handled by the Social Media Agent on duty.
The SM agent responds to Tweets that contain...
negative remarks or support requests
Twickets are responded to in..
A major goal is to answer support requests on the channel the member chose.
The member chose this channel possibly because of frustration on other channels. If it is sensitive take the conversation to Direct Message (private messaging).