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.
Turn social media into revenue channel for your business
You May Also Like
Lessons in Social Customer Care From The World’s…
Using exclusive Socialbakers data, we dove into 16 of the world’s largest Telecom brands’ social pages to break down how fast they respond to different kinds of posts and tweets - getting rare insight into social customer care in the industry that does it more and better than anyone else - and found lessons that can be applied by any brand in any industry.
Social Customer Care Demand Rose In A Big Way in…
While smaller Facebook Pages still offer less support than larger ones, adoption is up on the network overall. No industry answered fewer than 40% of the questions they received.