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[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___

13% of Interbrand customer service accounts send 50+ tweets per day___

20% of customer service tweets direct users to an online resource___

The average customer service response time on Twitter is 4.6 hours___

The top Twitter customer service response rate is @NikeSupport at 73%___


Download The Full Customer Service Study FREE


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.

Nate Smitha

I'm a Marketing Manager at Simply Measured. It's my job to deliver content in a way that engages and informs social media professionals. My areas of expertise are marketing automation, conversion and social media analytics.

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