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

Businesses: Ignore the Customer Experience at Your Own Peril

The customer experience is a hugely vital part of any business operation. Whether the customer is a regular person at the retail level or a business at the consulting level, the kind of experience the customer has while dealing with a business will often frame that customer's reaction to the idea of doing business with that company in the future. So how do businesses get that perfect customer experience that keeps customers coming back for more? [ Read More ]
08/27/2014

Social CRM Isn't an Option

Since the emergence of social media as a pseudo-legitimate form of communication (I say pseudo because of the varied, sometimes questionable, uses of such platforms, and also because of the injection of advertising in them), the issue for businesses has been how to effectively integrate the social channel into their existing customer contact technologies. [ Read More ]
08/27/2014

Forecast Shows Increased Business Activity in Call Centers Market

Global Industry Analysts, Inc., (GIA), a publisher of off-the-shelf market research, stated that its new global report on call center markets titled, "Call Centers: A Global Strategic Business Report" has revealed the revival of the global economy and an increase in business activity will help increase spending for call centers around the globe. [ Read More ]
08/26/2014

Hinduja Global Solutions Receives High Buyer Satisfaction Ratings

Hinduja Global Solutions Limited (HGS), a company that offers customer relationship and business process management solutions, recently announced that it scored highly on all parameters related to buyer satisfaction in Everest Group's annual report on the Contact Center Outsourcing (CCO) - Service Provider Landscape with PEAK Matrix Assessment 2014. HGS has also been positioned as a "Major Contender" in Everest Group's 2014 PEAK Matrix assessment. [ Read More ]
08/26/2014
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!