Customer Experience News & Trends

The new rules for Twitter

Just when you thought you had Twitter under control, new research has found the rules for what works best have changed.

The best days, times, responses and content to include in your tweets aren’t exactly what anyone has been thinking, according to the study, Strategies from Effective Tweeting from Buddy Media.

Here’s what to keep in mind when staffing your contact center and planning Twitter content:

  • Best days to tweet: Saturday and Sunday, when engagement with customers is 17% higher than on weekdays.
  • Best times to tweet: 8 a.m. to 7 p.m., a much broader range compared to the old rule – 10 a.m. to 2 p.m.
  • Best length of tweet: 100 characters. Tweets of this length get 17% more review than longer strings (the old rule of thumb was 120 characters).
  • Best thing to include: a link. Tweets with links had a 86% higher rate of engagement than those without.
  • Best way to get a retweet: Ask for it. Tweets that specifically ask customers to retweet (spelling out the word, not just RT) got 23 times more retweets.

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