Twitter is best used for simple customer service questions. You only have 140-characters to respond, so your answer can't be too detailed. Furthermore, many customer service questions and answers are very personal in nature. Identify which types of questions, issues, and concerns should be taken offline immediately and create appropriately worded responses that your Twitter team can use when this occurs.

You can take conversations offline through direct messages, email, or telephone. When a person needs to be directed to a different employee or department, make sure a process is in place to hand off these types of inquiries, so they don't fall through the cracks.