In order to understand how satisfied users are with customer service interaction on the platform, Twitter recently surveyed 14,040 members who follow brand customer service accounts, or who have interacted with such accounts in the past six months. Users were asked about their customer service experience in terms of friendliness, personalization, responsiveness, resolution, satisfaction and recommendation.
Based on the results of the Survey, Twitter has issued four key best practices for brands who “want to shift from simply handling customer service to nurturing customer service relationships and experiences”: be friendly, responsive, personal and accessible.
Our favorite takeaway? The fact that demonstrating these four qualities directly influences customers’ willingness to recommend a company. With word of mouth one of the primary ways in which today’s brands drive visibility, leads and business, the importance of this is not to be underestimated.
Read the announcement on the Twitter blog to discover examples of great customer service conversations.
What’s the best way to handle customer care issues on Twitter? We take a look in the article Customer Service on Twitter: Do We Care?