How Are Top Brands Doing With Twitter Customer Service? [REPORT]

Earlier this year, social media analytics specialists Simply Measured conducted an analysis of how Interbrand’s Top 100 Brands were performing customer service on Twitter.

In a time when offering strong social customer service is directly tied to protecting brand identity, what steps are major brands taking to engage with their followers effectively on Twitter?

Over the course of Q1 2013, Simply Measured tracked the customer service performance of 30 top brands with dedicated customer service accounts.

The use of these separate accounts for handling inquiries and complaints is an increasingly prevalent trend, which makes total sense – with a dedicated support portal, brands can direct negative or mundane matters away from the main branding channel and not have to compromise the brand voice.

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