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Top brands: Humanizing the customer care delivered on Twitter

Alexandra Samuel

March 10, 2021  •  3 min read

Twenty Twitter accounts that deliver people-powered care

Addressing customers by name. Using GIFs to make communication playful. Making your customers LOL, 😂 or ROTFL. These are all ways that brands can humanize Twitter care, and make a care interaction feel like an actual human-to-human moment.

In From AM to DM: Twitter Customer Care in a 24/7 World, we found that humanizing care is a key strategy for driving overall care excellence, because it builds a sense of connection to the brand. Today we’re celebrating twenty brands that show how it’s done: Brands that not only score highly in the overall caliber of their Twitter care, but land at the top of the heap when it comes to humanizing interactions.

Brand: 3

Handle: ThreeUKSupport

Industry: Telecom

Brand: ANZ

Handle: ANZ_AU

Industry: Financial Services

Brand: Asda

Handle: AsdaServiceTeam

Industry: Retail

Brand: Aviva

Handle: AvivaUK

Industry: Insurance

Brand: Away

Handle: away

Industry: Apparel

Brand: Bank of America

Handle: BofA_Help

Industry: Financial Services

Brand: Barclays

Handle: BarclaysUKHelp

Industry: Financial Services

Brand: Bed Bath & Beyond

Handle: BedBathBeyond

Industry: Retail

Brand: Bouygues

Handle: bouyguestelecom

Industry: Engineering & Construction

Brand: Carnival Cruise Lines

Handle: CarnivalCruise

Industry: Leisure & Tourism

Brand: Deutsche Telekom

Handle: Telekom_hilft

Industry: Telecom

Brand: Discover

Handle: Discover

Industry: Financial Services

Brand: FabFitFun

Handle: FabFitFunCare

Industry: Apparel

Brand: Home Chef

Handle: realhomechef

Industry: Food & Beverage

Brand: Lidl

Handle: LidlGB

Industry: Retail

Brand: NatWest

Handle: NatWest_Help

Industry: Financial Services

Brand: Rabobank

Handle: Rabobank

Industry: Financial Services

Brand: Sky

Handle: SkyHelpTeam

Industry: Telecom

Financial Services

Brand: Southwest Airlines

Handle: SouthwestAir

Industry: Airlines

Brand: Swisscom

Handle: Swisscom

Industry: Telecom

Learn more about providing stellar customer care on digital channels.

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Article Author

Alexandra Samuel

Freelance writer, researcher and speaker

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