Connect with us

Hi, what are you looking for?

The American GeniusThe American Genius

Social Media

Get more than 140 character to reply to customers on Twitter

How many times have you wished you could explain yourself, your product, or service in more than 140 characters on Twitter. Now you can.


Why people connect with your brand on Twitter

Customers turn to Twitter for customer service because they are far likely to get a canned response, and much more likely to reach an actual human being. This is great for the customers, but for the business owners, it can be time consuming. This is especially true if you receive negative comments and reviews, because the 140 character limit can inhibit a full explanation.

Fortunately, the creative minds behind MailChimp have created LongReply. LongReply was invented to offer better customer service on Twitter. With it, you can give customers really thorough explanations without being inhibited by Twitter’s character limit.

When the MailChimp gurus gave their product a test run, they noticed that not only were people surprised that MailChimp was indeed offering help on Twitter, but also, they were able to be so thorough in their replies.

Consumers want answers. Now.

People really want to connect and not to a computer or a ticket system. They want answers. Perhaps this is due to our instant gratification culture, nevertheless, they want answers and they want them now. This is where LongReply can help. It is a Chrome extension of Firefox plugin that automatically adds a link to all tweets. It looks just like the regular “reply” button in Twitter, but will say “LongReply.”

Advertisement. Scroll to continue reading.

When you click on LongReply, it’ll pull up your LongReply account where you can just start writing a good, helpful answer. You will then see a preview of the 140-character version, and be provided a shortened link to the longer explanation.

Bonus: multiple Twitter accounts

LongReply also allows you to merge multiple Twitter accounts together, in a single LongReply account. This way, you can “reply as” any of your connected accounts without the need to switch back and forth. Need to answer as the business page? Go ahead. Need to answer as the customer care group? No problem. Just cluck the “reply as” pull down box and you’re good to go.

The final feature of LongReply is perhaps the most useful: sentiment analysis. You can setup saved searched (just like Tweetdeck), but LongReply does not require real-time monitoring. The sentiment analysis code can alert you when you have angry or happy tweets that need immediate responses. Super helpful if you’re away from your desk and quickly need to see what you’ve missed.

This of course, does not replace a full-featured help system, but it is certainly a useful tool to have; especially if you are just getting started and want to get your feet wet without spending the money for an enterprise-type system.

Advertisement. Scroll to continue reading.

Jennifer Walpole is a Senior Staff Writer at The American Genius and holds a Master's degree in English from the University of Oklahoma. She is a science fiction fanatic and enjoys writing way more than she should. She dreams of being a screenwriter and seeing her work on the big screen in Hollywood one day.

Click to comment

Leave a Reply

Your email address will not be published. Required fields are marked *


American Genius
news neatly in your inbox

Subscribe to our mailing list for news sent straight to your email inbox.



Business News

Large auto insurers are reconsidering covering some models after TikTok videos demonstrating theft go viral, a double whammy for owners.

Tech News

Twitter may soon charge for use of their API, which could limit research of human behavior, and ad analytics tools... what's next?

Social Media

TikTok is making a shift to cement the platform as the most attractive spot for sponsored creators ("talent").

Social Media

Twitter has reversed course on banning political ads, but will that ever actually happen?

The American Genius is a strong news voice in the entrepreneur and tech world, offering meaningful, concise insight into emerging technologies, the digital economy, best practices, and a shifting business culture. We refuse to publish fluff, and our readers rely on us for inspiring action. Copyright © 2005-2022, The American Genius, LLC.