Report: 23% Of Top Brands Have A Separate Twitter Account For Customer Service

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.

Related Topics: Channel: Strategy | Top News | Twitter | Twitter: Statistics


About The Author: is the Director of Marketing for Cypress North, a company that specializes in social media and search marketing services and web-based application development. He has been in the Internet marketing industry for 6+ years and specializes in Social Media Marketing. You can also find Greg on Twitter (@gregfinn) or LinkedIn.

Connect with the author via: Email | Twitter | Google+ | LinkedIn

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