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!