At this point, we think it’s safe to say that your company has a Twitter account. The question should now be how active that Twitter account is. In its most recent customer service study, data and analytics company Simply Measured reveals a new round of Twitter statistics that should get your wheels turning as to how your current customer service strategy is being implemented.
Interestingly, while 97 percent of surveyed brands said they have an active Twitter account, only 32 percent say they have a dedicated customer service handle. Even more, that number drops to only 19 percent of customer service accounts that tweet over 10 times per day.
The study also found that:
· 32 percent of top brands have a dedicated customer service Twitter account
· The average customer service response time on Twitter is 4.6 hours
· 13 percent of Interbrand (a global branding consultancy) customer service accounts send over 50 tweets per day
· 20 percent of customer service tweets direct users to an online resource
Here are three key takeaways for call center managers looking to produce customer excellence:
1.) Now only should you have a dedicated customer service Twitter account, but you should be utilizing call center software that enables you to comb through customer tweets and handle mentions for virtual queuing.
2.) You should be producing response times that are well before 4.6 hours (considering how 42 percent of customers who complain on Twitter expect a 60 minute response time).
3.) Your multi-channel strategy should be fine-tuned for seamless and flexible customer interaction (seeing how over half of all customer service tweets lead consumers to a separate channel – from online to e-mail to phone).
Check out all of the survey stats by clicking here.
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