Since its launch, Twitter has provided customers and brands with a unique opportunity to interact with one another. It did impose some limitations on private communications, though. Both parties had to follow each other in order to send and respond to direct messages, or DMs. On top of that, there was a 140-character limit on DMs, which made it virtually impossible for brands and customers to communicate effectively. They had to send out countless messages in order to get their points across to one another. This was incredibly frustrating, and a waste of time.
Now, though, that has changed. Twitter has lifted the character limit and people can opt in to send and receive messages from others, regardless of whether they are following the person or brand or not.
While some brands are hitting the ground running, it is best to proceed with caution. Incorporate a strategy so you use this new feature to your advantage instead of annoying your customers.