It’s not very surprising that more and more businesses have turned toward Twitter, using it as brand management, public relations and even customer service. Large giants like AmazonMP3, Walmartdeals, also places like Consumeraffairs are using Twitter to advertise daily deals, and to help keep the public in “the know”.
In February alone, Twitter drew in almost 10 million visitors worldwide according to ComScore.Reuters Blog speaks about the 25-54 year old crowd that is actually driving this trend.More specifically, 45-54 year olds are 36 percent more likely than average to visit Twitter, making them the highest indexing age group, followed by 25-34 year olds, who are 30 percent more likely. It also states that “Twitter has seen its popularity explode in recent months, with the number of unique visitors to its site increasing by more than 1000 percent year-over-year in February, according to comScore.”
Social media services like Twitter and Facebook are becoming more and more entwined with business. Businesses can use Twitter as a public relations channel and marketing channels with predictions that by 2011, microblogging will be standard in over 80 percent of social software platforms. Twitter can also be used as an internal platform, communicating about projects they are working on, ideas that occur and what they might be doing. “Inbound Signalling” is also used by firms as a resource showing information about what competitors, customers and others are saying about a company. Gartner says “Savvy companies use these signals to get early warnings of problems and collect feedback about product issues and new product ideas.” But also warns of Twitter usage by employees should be covered by existing web participation guidelines.
So what does this do for me? My Company?Technomarketer speaks some great pointers about this…“Micro influencers have the power to reach millions of people around the world. Blogs and other social media outlets are indexed in search results right alongside company websites and portals. Is this for everybody?No. Companies who don’t listen to people in the first place have no place in social media. You know who they are. Companies that have a phone system that bounces you around 15 times and makes you stay on hold listening to some Michael Bolton song 25 times. They have a suggestion box, but never do anything with the information. They have websites that are confusing and provide so little support that you are forced into a forum to find the answer you seek.”
What is all this stuff, how will it help me? Inbound Signalling is important for enterprise usage, meaning Twitter conversation threads can lead to information for problem-solving and feedback. Salesforce.com has announced that it added Twitter to their service cloud that is a software-as-a-service solution. These Enterprise Applications integrate platforms like InStranet knowledge bases with Google search, Facebook connections amongst other services. eWeek speaks about why it’s important to integrate these platforms and letting customer service experts communicate with customers and why the service cloud is so untraditional yet provides more intelligent, efficient support system over the Internet.
How Twitter helps my Company and me…
Reach millions of people around the world,
Blogs and other social media outlets are indexed in search results alongside company websites and portals
Inbound Signalling – Twitter conversation threads can lead to information on problem-solving and feedback.
Service Clouds – letting customer service experts communicate with customers.
Enterprise Applications – integrate platforms with Google searches