Software Advice recently conducted "The Great Social Customer Service Race" to evaluate how efficiently the nation's top brands provide consumer support on Twitter. They wanted to learn what kinds of tweets received a response, and how quickly.
To conduct the race, four Software Advice employees used their personal Twitter accounts to send customer service tweets to 14 leading consumer brands in seven industries. Each company received one tweet per weekday for four consecutive weeks. During the first and third weeks, our employee participants used the brand's Twitter name with an @ symbol. In the second and fourth weeks of the race, only the brand name was used.
The questions fell into four categories:
- Urgent - I need help right this second
- Positive - "thank you!"
- Negative - a question from their FAQ page
- Technical - Needs more than one interaction to solve
The evaluations in the infographic are based on the time it took the brands to respond and the percent of total tweets that received a reply.
You can view the entire infographic here.
How fast do you to respond to your customer service requests?