Customer Experience News & Trends

Should you be helping customers on Twitter?

Should your contact center be helping customers through Twitter now? This research can finally answer that question.

Truth is, not many Americans use Twitter, so you might not need to ‘tweet, a Pew Institute study recently found. Key findings:

  • 8% of Americans use Twitter
  • 16% of internet subscribers who make more than $50,000 a year use Twitter on a regular basis
  • people 18-29 years old account for 15% of Twitter users
  • college graduates account for less than 10% of users
  • Latinos and African-Americans are twice as likely as Caucasians to visit Twitter regularly.

The question is, do your typical customers fall into these small groups of the most active users? If so, you want to get active on Twitter.

If you deal mostly in a business-to-business environment, or work mostly with customers who are older, educated and have above-average incomes, you likely don’t need to add Twitter to your customer service channels.

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