As more and more consumers use Twitter to reach out to brands for customer support, the world’s top brands are taking notice and responding by increasing their investment in customer service on the social network. According to a new study from SimplyMeasured, 30 percent of the Interbrand Top 100 Brands now have dedicated customer service handles on Twitter dedicated to resolving customer issues in a timely manner.
However, due to the nature of the platform, consumers have a different set of expectations when it comes to customer service response times on Twitter. A majority of users expect a company response within 24 hours of Tweeting their complaint, a much faster response time than expected via email or on Facebook. The good news is that many brands are living up to these high expectations, with 67 percent responding within a day and 9 percent responding within an hour. Furthermore, nine of out 10 brands in terms of incoming tweets are also responding within 24 hours, with the fastest response times coming from companies such as UPS, Nike and American Express.
What does this mean for your company? This means now is your golden opportunity to set yourself apart in your industry and in the overall marketplace by setting up and dedicating the time to managing customer service through a Twitter account. You’ll not only have a chance to respond to any negative feedback in a controlled manner on an open forum, but you’ll also be impressing potential customers with your responsive customer support.
Ready to raise the bar when it comes to responding to your consumers? Contact Marketing RELEVANCE to get started.