One Twitter handle is no longer enough for many big brands. According to Simply Measured, a social analytics company, 23% of top tier companies have a dedicated customer service handle on Twitter. The segmented accounts allow brands to handle issues, give feedback and interact with customers. Of the top brands analyzed, only 15% of accounts had customer service interaction on Twitter 10 or more times a day.
Customers expect quick responses from their Tweets as well. 32% of customers believe they should see a response within 30 minutes . That’s an expectation that brands simply haven’t adopted. Currently 0% of the top brands averaged a 30 minute response. However, 92% of brand responses came within 24 hours.
For more information on customer service on Twitter see Simply Measured or view the full presentation:
Images courtesy of SimplyMeasured.