Customer Service on Twitter: Top Brands Respond To Only 14% Of Tweets
The Realtime Report
DECEMBER 10, 2012
A new study by CRM analyst Ashley Verrill revealed that many of these tweets go unanswered — over the course of 4 weeks, brands responded to only 14% of the tweets sent. The “Social Customer Service Race” Study. The questions fell into 5 categories: Urgent, or I need help right this second.
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