Twitter has become a valuable resource for brands and businesses all over the world as a near instant way to communicate with clients in real time. As the popularity of this particular social network has continued to grow it has transformed the way many top brands deliver customer service. As customers take to Twitter to voice their complaints, it has become essential for businesses to learn how best to handle these complaints both quickly and effectively.
There are many brands out there who have this down to a fine art! One such brand is sportswear king Nike, who responds to more than 100 tweets from customers every single day on a wide range of topics including order inquiries, product information, and complaints. The company boasts an 80% responses rate, and on average they are able to respond within 140 minutes. Thiat is fairly impressive given that they have more than 1.8 million followers on their @nikestore handle.
However, when it comes to customer service it is airline JetBlue (@jetblue) who are ruling Twitter. They not only boast the largest Twitter following of any airline at 1.7 million, but they also have the fastest average response time on Twitter at just 13 minutes! With approximately 79% of tweets being answered, JetBlue has built up a great reputation through effective Twitter use.
You can discover more about the leading brands on Twitter in the infographic below, supplied by WhoIsHostingThis.com.
Infographic Source: WhoIsHostingThis.com
Published: April 18, 2014
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