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Top Brands Using Twitter for Customer Support

December 13, 2012
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Among the brands listed on the Interbrand Top 100, more than nine in 10 (95 percent) use Twitter and nearly one in four (23 percent) use it as a customer service platform (i.e., they have a Twitter handle dedicated to customer service), according to a new report by Simply Measured. For the study, Simply Measured tracked three months of Twitter messages exchanged via the 23 customer support accounts (from Sept. 1 to Nov. 30, 2012). Among the Top 100 brands, seven (7 percent) responded to more than 50 support-related tweets each day during the 3-month period, and three brands (3
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