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People go to Twitter to find out what’s happening in the world around them. Because interests and passions bring them to the platform, they’re hungry to expand those interests—to discover new people, publications, and businesses. People tweet about their likes/dislikes, how they spend their time, what they are reading or watching, where they are, etc.
Twitter is where people turn for customer service. The conversational and real-time nature of the platform makes it easy for customers to ask questions, celebrate businesses they like, or reach out if they need any support. According to our research, evidence of this can be found in the fact that the volume of Tweets targeted at brands and their Twitter customer service handles has grown 2.