Customer Service Inquiries Up 44 Percent on Twitter -- But Response Times Are Down
Brands may be getting smarter about social media marketing, but using social for customer service is still a big challenge.
While many brands are getting better at engaging audiences on social media, customer service still presents a challenge. According to a Simply Measured Analytics study about how top brands use Twitter for customer service, mentions of dedicated customer service accounts on are up 44 percent but the average response time is down 10 percent.
The study which analyzed the accounts of the top 100 global brands for the month of January 2014, discovered that only 32 of those brands have a dedicated customer service handle.
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