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[Study] How Top Brand Marketers Use Twitter for Customer Service


At this stage in the digital game, many brands are well aware that they cannot afford not to address customer service issues that arise on Twitter. Word travels fast on Twitter, so top brands are improving their customer service by responding via social networks.

Last year, we published two studies on customer service on Twitter and found that 32% of the Interbrand 100 companies were using dedicated customer service handles. This year, we revisited the list to measure the change in customer service handle adoption and engagement. Turns out, the same brands are using this tactic, but they’re investing more in the resource, and seeing results. Should your brand be using a dedicated customer service handle? Take a look at the study and Tweet a few of our findings!

“32 of the Interbrand 100 companies have dedicated Twitter customer service handles.”__

“Mentions of dedicated customer service handles have increased by 44% year-over-year.”___

“Brands have increased their response rate by 43% year-over-year, now averaging at 60%.”___

In this guide, we’re taking a look at how often users interact with brands’ customer service handles, brands’ customer service response rate and times, the best practices for stellar customer service, and more. Download the full study for free below!

Click Here To Download The Full Study


Jade Furubayashi

My name is Jade and I'm the Social Media Manager for Simply Measured. We can find common ground in Beyoncé and Chipotle burrito bowls.

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