Brands On Twitter Are Still Slow To Respond To Customers (But They Are Getting Better) [STUDY]

Brands On Twitter Are Still Slow To Respond To Customers (But They Are Getting Better) [STUDY]

Historically, brands using Twitter for support have been notoriously slow in responding to enquiries from customers. Largely this is a question of scale – for the top brands, the sheer volume of tweets they receive day-in, day-out can be overwhelming, but the very public nature of Twitter means that those occasions where customer messages are given short shrift or ignored entirely can be easily observed by others, including competitors.

Indeed, that’s exactly what Social Bakers have been tracking with their Social Devoted report, which analyses how efficiently brands manage and engage with their fans on social media.

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