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Twitter is customer support’s double-edged sword. Customers now find it easier to communicate with brands and report issues with just a single tweet. However, one tweet can cause an avalanche of customer love or trigger a landslide of bad PR, meaning that businesses need to give customers a refreshing support experience on Twitter in real time.

With such a software businesses can keep a track of the tweets, and interact with customers over Twitter from within it, without having to login to the Twitter app.

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