10 Brands That Do Customer Service Right on Twitter

Here’s an interesting fact: 30% of top brands now have “dedicated customer service Twitter handles”. This makes perfect sense, right? Customers value great service above all else, they love the instant gratification of social media and they really, really hate waiting for reps to pick up the phone. Also: by establishing separate Twitter handles for customer service, brands can “divert negative attention and activity” away from the primary feed.

So what goes into running a great customer service operation in the twittersphere? In order to find out, we poked around and found ten examples of brands that are doing it right, starting with some of the biggest.

1. Nike Support: This one is pretty much the gold standard. A quick glance at the account with all replies shows you how quickly and how often the feed’s managers respond to individual customers.

2. Xbox Support: Xbox boldly claims to hold the Guinness World Record for “most responsive Twitter feed”–and based on the number of replies their team posts every minute, we can see why they make that claim.

3. UPS Support: This feed isn’t quite as active as Xbox, but its team does seem to get back to every customer with an email address, no matter how vague the complaint.

4. Zappos Support: Zappos is famous for its quirky, award-winning customer service, so of course the brand has a service feed–and they’re not afraid to be a little silly.

5. Comcast Cares: Here’s a more personal take on the service feed. While most customer service team members leave their initials on tweets to distinguish who wrote the response, Comcast chose to use a real-life guy who’s not afraid to show his face. The brand also has individual account owners who occasionally jump in to help out.

6. Amazon Help: Amazon was named best customer service brand in 2012, so we’re a little surprised that its feed’s following is so small. In some cases, a majority of customer service issues may be resolved through email/chat or directly on the site itself. Amazon often re-routes customers to one of those venues.

7. Best Buy: Big retailer Best Buy has multiple feeds for different customer needs: The “Twelpforce”, the standard service feed, and the tech specialists in the “Geek Squad.”

You don’t have to have a separate customer service Twitter handle to treat your followers right, though: here are a few brands that combine their feeds.

Recommended articles