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

Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

Gartner recently announced that as a result of its research and evaluation, Xerox's performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition. [ Read More ]
04/15/2015

Evariant Delivers More Data Driven Solutions for the Healthcare Industry

With so much information at their disposal, service providers are offering solutions that make sense of all this data while combining different products and services to improve the overall operations of healthcare providers. The new release by Evariant looks to use big data and analytics to improve the experience of patients, physicians and employers with contact center solution for real-time engagement and mobile Physician Relationship Management app. [ Read More ]
04/13/2015

The FCC Hits AT&T With the Largest Privacy and Data Security Enforcement Action to Date

A breach that took place in AT&T call centers in Mexico, Colombia and the Philippines didn't make much news when it happened; but what brought it to light was the settlement the company made with the FCC. [ Read More ]
04/13/2015

Enghouse Interactive CRM Connecter 1.0 Certified for Integration with SAP

The big trend in customer experience management (CEM) is enabling customer care agents to have better real-time visibility of all aspects of the customer journey. In particular this means providing the valuable information that exists in customer relationship management systems and other databases where relevant information resides. [ Read More ]
04/10/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!