With all of the different social media platforms out there today, you may be wondering why you should spend time and energy on a platform that seems to be going out of date. The fact is, however, there are still many reasons why Twitter is still a viable social media giant that can help your business connect with customers.

First, what’s new on Twitter in 2018?

  • Twitter has cracked down on spam, fake news and accounts, and bots. To do this, they introduced new rules and policies on the use of multiple accounts and automation.
  • Earlier this year, Twitter increased the character limit from 140 to 280 for all accounts.
  • The launch of the Ads Transparency Center lets anyone search and view the ads any account has run in the past 7 days.

Customer Service

If your business receives a lot of requests for customer service, Twitter is the ideal platform to use to answer them. Nowadays, your customers don’t want to spend time on a phone call and they do expect their inquiries to be addressed as quickly as possible. That’s why, according to Twitter, 80% of social customer service requests happen on Twitter.

When your customers have the ability to engage with your company publicly, informally, and in real time, they are more likely to become repeat customers and advocates for your business!

However, if you plan to handle customer service via Twitter, you will need a dedicated social media manager to monitor and reply to the requests that come in.


Are you looking to build relationships with your customers and attract influencers that you can use to help market your brand? Twitter is a great place for that.

Twitter makes social listening easy and even easier to join in the conversation! On the platform, you are able to search hashtags and keywords relevant to your brand and interact with the users that are Tweeting about it. You can also use your Twitter searches to check out what your competition is up to and whether or not they are using Twitter to connect with their customers.

So, who is on Twitter?

This largest percentage of Twitter users lies with Millennials at 40%. If this lies within your target audience demographic, you should definitely have a presence on the platform.

Social Media Today has found these additional stats about who is using Twitter:

  • A third of users who follow an SMB have retweeted a business Tweet.
  • 93% of people who follow an SMB on Twitter plan to purchase from them.
  • Twitter users “listen” nearly twice as much as they tweet.
  • Twitter users are less likely to comment but more likely to retweet. Blog posts shared only on Twitter had 63% more page views than those shared only on Facebook.

Are millennials not in your target audience? Twitter can still be useful for your business. Google does still index Tweets, though the percentage of Tweets Google is indexing is declining. What this means is that Tweets can still be found in a Google search. When you Tweet, use relevant keywords and hashtags to ensure that your Tweets are indexed.

Twitter can still help your business grow in 2018. If you are interested in creating a social media strategy that includes Twitter or would like a dedicated social media manager to assist you in growing your online presence, let us know! We’re here to help your business succeed online.

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