Is your brand or organization using Twitter as a customer service tool? A new study, “Customer Service on Twitter: How Top Brands Respond” from Simply Measured found that 30% of top brands have dedicated customer service Twitter handles. It’s worth considering in today’s world of instant gratification where customers expect a fast response. And, from a brand perspective, there’s a big plus: a dedicated customer service twitter handle diverts customer service issues away from a primary Twitter feed, while also providing a very public way to interact with their customer base.
According to survey data from The Social Habit, 42% of social media users expect to receive a customer support response within the hour. Across the top brands in the Simply Measured study, the average response time to customer service tweets was reported to be less than 24 hours. Microsoft, American Express and UPS were the fastest to respond to customers — in less than two hours.
The top 10 brand Twitter handles, by engagement, were:
Has your brand/organization made plans to dedicate more resources to handling customer service issues via Twitter?