In the wake of Facebook’s confirmation this week that more than 15 million businesses now have dedicated pages for their brands, a new report is shedding light on how popular Twitter is for businesses too.
In our second quarterly customer service study, we look at how demand has grown, how the top brands are using Twitter as a customer service platform, and how they interact with consumers.
The latest research from Simply Measured shows that 30% of the Interbrand Top 100 Brands now have dedicated customer service handles.
What’s driving such strong adoption of the microblogging platform? The answer is clear – to better resolve customer issues as quickly as possible.
“With more and more consumers using Twitter to get help and make decisions, it’s important for brands to maintain an open communication channel and measure their customer service efficacy,” says Simply Measured CEO Adam Schoenfeld. “Top companies are paying attention to that and investing to respond and support their customers on Twitter.”