Big Brand Trends for Social Customer Service: What You Need to Know

Have you heard? The Edgar Blog is home to all kinds of social media strategies, guides, news, and how-to’s! This week, we’re talking about the new industry standards for social media customer service, and how you can learn from what big brands are doing to meet demand – check out this preview, then click on over to the full post to get the whole scoop!

Raise your hand if you’ve ever tweeted at a brand.

(Okay, put your hand down. We can’t actually see you.)

Still, as many as 80% of users have mentioned a brand in a tweet before – and the number of users turning to Twitter as a way of getting customer service is increasing.

The data wizards at Simply Measured recently conducted a study on Twitter customer service, and what they found can teach us a lot about what you should focus on the most – and what you shouldn’t worry about so much.

They studied the customer service Twitter handles for companies in the Interbrand 100 (the top brands in the world, basically) and put together their findings. You can download the report here – and if data’s your thing, you absolutely should – but in the meantime, let’s take a closer look at what they found, and what it means for you and your Twitter presence.

How quickly are brands responding to customer service requests on social media? What are some of their most popular ways of responding? And just how closely should you monitor your social accounts outside of normal working hours? Find out on the Edgar Blog!

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About Laura Roeder

Laura Roeder is a social media marketing expert who gives businesses of all sizes the tools they need to make their mark on the web. She is the creator of the social media scheduling software Edgar, as well as social media marketing web courses like Creating Fame and Social Brilliant.