Contact Center Solutions Featured Article

Twitter Now Outranks Facebook in Social Customer Care Queries

January 27, 2014

Although companies are growing more comfortable with interacting with customers via Facebook, Twitter (News - Alert) is actually the platform where the most customer care queries are happening right now, according to the latest report from Socialbankers, provider of social media analytics.

Socialbankers produces a quarterly report, called Socially Devoted, which examines how well companies are responding to requests made via Facebook (News - Alert) and Twitter.

The report for the fourth quarter of 2013 shows the surprising emergence of Twitter as the platform of choice for customer care interactions. Approximately, 59 percent of all inbound customer requests via social channels are made via Twitter, as compared to 49 percent via Facebook.

“Twitter still pales in comparison in quality to Facebook’s better response rates and more comprehensive service,” wrote William Miller, Socialbankers campaign content specialist, in a company blog on the report. “So while [customer care on] Twitter has improved, there’s still room to do better.”

The report also found companies are getting faster at responding, specifically 12 percent faster to fan questions over Facebook and Twitter, as compared to the third quarter of 2013.

Interestingly, the airline industry holds the highest response rate on both Facebook and Twitter. Socialbankers reports the airlines respond to 76 percent of all in-bound questions on Facebook and 56 percent of those on Twitter.

The telecom industry receives the highest number of questions across both channels, with 426,451 questions over Facebook and 523,825 over Twitter during the third quarter.

The growth in the number of inquiries also shows customers are growing more and more comfortable using social media channels to interact with brands.

"It's clear that companies across the board—especially those in service-based industries—are investing more in real-time customer care," said Jan Rezab, CEO of Socialbakers. "Airline brands such as KLM are setting an example for other service-based industries to follow suit."



Article comments powered by Disqus

Related Contact Center Solutions Articles

Belk Renews Partnership with eBay Enterprise Leveraging Omnichannel to Manage Customer Service

As those of us in the contact center solutions business are almost painfully aware, the term de jure in our community is for better or for worse OMNICHANNEL. It rapidly displaced "Multi-Channel" to describe being able to interact with customers according to their preferences, i.e., phone call, chat, text and now video. In fact, isn't it amazing how the adoption of jargon in our industry is so much faster than the adoption of the solutions they describe? To be honest, I have always had an affinit… [ Read More ]
12/22/2014

Philippine Airlines (PAL) Expands Contact Center Capabilities for US and Canada

This may be a short item but it is indicative of a trend. It has recently been announced that passengers and customers of Philippine Airlines (PAL) in the United States and Canada will soon be able to transact practically all their travel needs by phone by calling PAL's U.S. contact center - 1-800-IFLYPAL (4359725). [ Read More ]
12/22/2014

Istanbul's Taxi Service Set to Get Integration Overhaul

The idea of getting a cab, from one place to another, is one that involves a variety of different facets. Some think about the use of a smartphone app to call in a ride, while others simply hearken back to the days of hiding under a newspaper in the rain while frantically waving an arm and shrieking "Taxi!" at the top of one's lungs. Modernization efforts have been at play in a variety of places, but Istanbul is perhaps one of the most recent such efforts, as the Istanbul Metropolitan Municipali… [ Read More ]
12/22/2014

TNT UK Turns to NewVoiceMedia's ContactWorld to Spur Customer Experience

Cloud contact center systems is a technology that's been gaining ground for some time now thanks to its ability to offer special tools to contact centers, and allow for fairly easy expansions as needed. [ Read More ]
12/22/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!