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Twitter teamed up with customer experience management platform Sprinklr on From AM to DM: Twitter Customer Care in a 24/7 World, which analyzed nearly a half-billion tweets from the past year to identify the best practices for customer support on the social network.
Sprinklr analyzed 436 million brand mentions on Twitter related to 1,226 global handles in 11 different industries, as well as 13.1 million brand tweets and 8.96 million brand replies.
The study found a 15% increase in customer care inquiries on Twitter from March through June 2020 due to the pandemic,
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