Twitter is Gaining Ground in Social Customer Care
It’s true. Although Facebook is still where many users turn for customer care on social media, Twitter has been making headway over the last year.
Consumer demand on Twitter pages is trending up overall, and has even surpassed the demand on Facebook. When a customer logs a complaint on social media, it’s increasingly likely that he or she will Tweet it to you, rather than post it on your Wall.
In our charts above, you can see that demand has grown on Twitter. However, Twitter still pales in comparison in quality to Facebook’s better response rates and more comprehensive service. So while Twitter has improved, there’s still room to do better.
Which network will ultimately be the most preferred for social customer care? Only time will tell. In the meantime, Facebook brands should get on board by opening their Walls. And on Twitter, creating a specific customer service profile is also highly recommended.
Want to see more stats related to social customer care? Come over to our Socially Devoted site for the latest developments and insights.
You May Also Like
Closed Timelines: Why Turkish Brands Are Making a…
Hot on the heels of our Social Insights events in Istanbul and Dubai last week, we look at both Turkey and the UAE's social customer care for Q3 2014, and find one serious issue.
How to Use Social Media to Drive Sales on Black…
In our new study, we monitored all the mentions of Black Friday on Twitter and Instagram and looked at how a wide sample of Retail brands, including 7 of the United States’ largest retailers, dealt with increased customer demand before Black Friday. Using that information, we were able to pin down some invaluable insights for handling the biggest sales frenzy of the year.