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Twitter Customer Service Study Top Findings - June 2013
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Twitter Customer Service Study Top Findings - June 2013

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A collection of the top findings from our June 2013 Twitter customer service study.

A collection of the top findings from our June 2013 Twitter customer service study.

Published in: Business, Technology

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  • 1. Customer Service on Twitter: How Top Brands Respond
  • 2. How is Customer Service Changing?
  • 3. © 2013 Simply Measured, IncInvestment in Customer Service is Growing332 percent of the Interbrand Top 100 Brands now have dedicated customerservice accounts, and those that send 50+ Tweets per day grew 63 percent.
  • 4. © 2013 Simply Measured, IncBrands Are Improving Responsiveness4Brands increased their responses to support issues by 13 percent, deliveringnearly 94K customer service Tweets last quarter.The average response time was shortened from 5.1 hours to 4.6 hours andthe average response rate increased from 42 percent to 45 percent.
  • 5. © 2013 Simply Measured, IncTactics Are Still Developing520 percent of customer service tweets direct users to online resources,making it the most commonly used tactic. Users are also frequently directedto traditional support channels.
  • 6. © 2013 Simply Measured, IncIndustries Are Scaling to Customer Demand6The Electronics and Technology sectors have had the highest demand forcustomer service on Twitter, likely due to more socially savvy customers.
  • 7. © 2013 Simply Measured, IncBrands Are Meeting Customer Expecations746 percent of customer service Tweets are made within an half hour of initialuser mentions, meaning brands are able to exceed most user expectations.
  • 8. How Responsive Are Top Brands?
  • 9. © 2013 Simply Measured, IncMeasuring Brand Performance9The top customer service response rate is @NikeSupport at 73 percentand @MicrosoftHelps had the fastest average response time of 54 minutes.
  • 10. What Tactics Are Top Brands Using?
  • 11. © 2013 Simply Measured, IncIdentifying Brand Tactics11Analysis of top tactics reveals different approaches to providing support onTwitter. Many brand tactics are still dictated by traditional support channels.
  • 12. Thank You!For More Social Media Analysis,follow @SimplyMeasured on Twitter