Is Twitter a Social Media Platform Your Business Should Use?

Posted by Jamie Huggins

Apr 28, 2021 10:49:24 AM

Tweets, re-tweets, hashtags, mentions, handles, real-time communication, and a 280 character limit are just some of the things you will find in the Twitterverse (that’s slang for the Twitter universe). Twitter is a unique social media platform often used for sports, news, entertainment, politics and more. And with more than 335 million monthly active users, it is also a platform where many companies find cost-effective success and growth. But that begs the question, is Twitter a social media platform your business should use? Read on to learn more. 

You Can Answer Customer Service Requests on Twitter

Does your business receive a high number of customer service requests? If so, you can use Twitter to your advantage. Statistics show that 80 percent of social customer service requests are answered via Twitter. 

However, there is a crucial point here not to overlook. When customers contact you on Twitter, they expect a speedy response. Twitter is all about responding in real-time, remember? Your customers will not be pleased if they have to wait days to hear from you; it could cause you to lose them permanently. 

By responding to customers publicly, quickly and appropriately, you exhibit optimal customer service. This kind of response will help make your current customers happy and even encourage new ones to check out your business. If you cannot respond promptly, you should hire someone to monitor your Twitter account and answer customer service requests for you.

You Can Monitor Mentions of Your Business and Competitors on Twitter

Do you want valuable insights about your business or your competitors? Twitter is the social platform to find them. Social listening involves monitoring social media for mentions related to your brand, products or competition and analyzing them for opportunities to act. You can use tools like Hootsuite or Sprout Social to help with social listening. 

Why is social listening necessary? For starters, it helps you engage with customers. While this often involves addressing customer service requests, you can also discover people talking about your brand or products and have conversations with them. Paying close attention to what people are saying about you is essential for brand strategy, business operations and lead generations. 

Furthermore, social listening helps monitor your competition. Statistics show that 65.8 percent of companies are already using Twitter to promote their business. Therefore, some or most of your competitors are probably on Twitter. What are they talking about; what are people saying about them; what is their social media strategy? Social listening can help you uncover all of that and more. 

You Can Have Witty Conversations on Twitter

Does your business appreciate having fun? While it is far from a requirement, lighthearted and relaxed companies often find success by incorporating occasional humor on Twitter. But as Entrepreneur warns, humor is not a one-size-fits-all ingredient. While some companies find comedy success, others end up quite embarrassed. So make sure you truly understand your target audience before you start cracking those witty jokes. 

Would you like to learn if Twitter is right for your business? Let our team at InnerAction Media help! We develop marketing strategies to drive customers to our clients’ businesses and organizations. Contact us today with any questions you have!


Jamie Huggins

Written by Jamie Huggins

Jamie, a lifelong resident of Morgantown, West Virginia, graduated with her master’s degree in Integrated Marketing Communications from the Reed College of Media at West Virginia University. Jamie is responsible for developing content for our clients, as well as managing their social media platforms. Jamie enjoys showing clients how storytelling and targeted messaging can create impactful content for their businesses. When Jamie is not creating new content, she enjoys spending time with her husband, Josiah, and their dog, Riley. She also enjoys photography, being outside in her garden, and attending WVU sporting events — Let’s Go, Mountaineers!

Topics: Strategy

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