MarTech » Marketing Management » Report: 23% Of Top Brands Have A Separate Twitter Account For Customer Service

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 […]

Greg Finn on December 10, 2012 at 7:05 am

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:

Twitter customer service study from Simply Measured

Images courtesy of SimplyMeasured.

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About The Author

Greg Finn

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.