Twitter is fast turning into a customer service channel for many top brands, a new study has established.
A recent research published by Simply Measured, a social media analysis company, shows that nearly 30% of major companies in the Interbrand 100(a service which ranks companies) now have special Twitter handles which are only concerned with customer service. The study published that thirty brands with a sperate handle for customer service have received approximately 198,000 tweets in the last quarter and posted more that 82,000 support replies.
Ford and Nike, are two of the top brands that have posted maximum replies to inbound tweets. About 70% of the tweets sent to them have been replied to. Also, Microsoft is the leading brand which posts responses to customer queries on Twitter within an hour's time on an average. Other companies having quick response time on Twitter are UPS and American Express.
"With more and more consumers using Twitter to get help and make decisions, it’s important for brands to maintain an open communication channel and measure their customer service efficacy," said Adam Schoenfeld, CEO of Simply Measured. "Top companies are paying attention to that and investing to respond and support their customers on Twitter."30% Of Brands Have Special Twitter Handles To Service Customers!,