Here’s an interesting fact: 30% of top brands now have “dedicated customer service Twitter handles”. This makes perfect sense, right? Customers value great service above all else, they love the instant gratification of social media and they really, really hate waiting for reps to pick up the phone. Also: by establishing separate Twitter handles for customer service, brands can “divert negative attention and activity” away from the primary feed.
So what goes into running a great customer service operation in the twittersphere? In order to find out, we poked around and found ten examples of brands that are doing it right, starting with some of the biggest.
1. Nike Support: This one is pretty much the gold standard. A quick glance at the account with all replies shows you how quickly and how often the feed’s managers respond to individual customers.
— Nike Support (@NikeSupport) March 7, 2013
2. Xbox Support: Xbox boldly claims to hold the Guinness World Record for “most responsive Twitter feed”–and based on the number of replies their team posts every minute, we can see why they make that claim.
— Xbox Support (1-5) (@XboxSupport) March 7, 2013