The number of Interbrand 100 brands with a dedicated customer service handle on Twitter has grown from 23 on December 1, 2012 to 30 on March 1, 2013, according to a report from Simply Measured. But while that’s a positive trend, brands are still missing the mark when it comes to response rates: the average response rate to all customer service mentions during the analyzed 3-month period was 42%, per the study findings, supporting Socialbakers data showing similarly low rates.
What’s more, Simply Measured tracked an average response time of 5.1 hours, with only 1 in 5 dedicated customer service accounts averaging a response within 2 hours. Read the rest at MarketingCharts.
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