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 […]

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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.

Customer Service Stats

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.

Customer Expectations

For more information on customer service on Twitter see Simply Measured or view the full presentation:

Images courtesy of SimplyMeasured.


Opinions expressed in this article are those of the guest author and not necessarily MarTech. Staff authors are listed here.


About the author

Greg Finn
Contributor
Greg Finn is the Director of Marketing for Cypress North, a company that provides world-class social media and search marketing services and web & application development. He has been in the Internet marketing industry for 10+ years and specializes in Digital Marketing. You can also find Greg on Twitter (@gregfinn) or LinkedIn.

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