[STUDY] Customer Service: What’s Working on Twitter
More of the Interbrand top 100 brands are adopting dedicated support handles, and those already committed to serving customers are improving their responsiveness.
In our third quarterly customer service study, we look at how the top brands are able to respond to consumer demand, and what tactics they’re using to deliver customer service on Twitter. Check out our key findings and the full study below.
Tweetable Customer Service Study Findings:
32% of Top Brands have dedicated customer service accounts on Twitter___Tweet This
13% of Interbrand customer service accounts send 50+ tweets per day___Tweet This
20% of customer service tweets direct users to an online resource___Tweet This
The average customer service response time on Twitter is 4.6 hours___Tweet This
The top Twitter customer service response rate is @NikeSupport at 73%___Tweet This
To analyze your own Twitter account, request a trial of our enterprise platform to integrate Twitter customer service analytics into your broader social media strategy. For more insight and analysis, follow @simplymeasured on Twitter.