Top Brands Using Twitter for Customer Support

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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