{"id":49300,"date":"2017-11-14T17:04:01","date_gmt":"2017-11-15T01:04:01","guid":{"rendered":"\/us\/en\/blog\/280-characters-twitter-customer-care\/"},"modified":"2025-08-12T07:39:51","modified_gmt":"2025-08-12T14:39:51","slug":"280-characters-twitter-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/280-characters-twitter-customer-care\/","title":{"rendered":"280 characters on Twitter: what impact on Customer Care?"},"content":{"rendered":"
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Twitter just announced a major change for all users: the switch from 140 to 280 characters available per tweet. As Twitter became one of the main digital channels for customer care, we are reviewing how companies can benefit from this new format.<\/p>\n

A general rollout after Twitter\u2019s tests<\/h2>\n

This evolution follows a months-long beta test period during which the change was rolled out to a limited number of users. The social network found that 9% of tweets hit the character limit<\/b>, versus 1% for tweets with 280 characters<\/b>. Twitter presents this evolution as a way to give users more space to express themselves.<\/p>\n

\"Twitter<\/p>\n

Although this change makes tweets longer, Twitter reassure users that speed and brevity will remain its signature. During the tests, users with the 280 character limit kept on sending short messages: only 5% of tweets sent were longer than 140 characters.<\/b><\/p>\n

It\u2019s also worth emphasizing that people within the test spent less time editing their tweets to respect the limit. This change has not only increased their activity on the social network, but also the engagement they enjoyed.<\/p>\n

Consequences for companies<\/h2>\n

In the business world, this change means more space to answer clients. Replying complex enquiries in 140 characters can be challenging. This change makes customer care management on Twitter easier. The new 280 character limit will allow companies to:<\/p>\n