Companies or brands on Twitter continue to perform actively when it comes to social media care. A new report published Tuesday by the Social Media and Digital Analytics Company, Socialbakers, indicated that ten specific brands on the microblogging site are responding within minutes of receiving inquiries from customers.
As social media continues to push the envelope on development of technology, so does the implementation of social customer care. In other words, traditional customer service channels (call center, email, live chat, etc) are fading into the background while social channels become increasingly the go to places.
“Since we implemented Socially Devoted as an industry standard over a year ago, we've seen brands rise up to the challenge by creating two-communication with fans over social media. More and more customers have taken to social media platforms for their inquiries, moving away from standard customer service channels, such as email or call centers, in order to get prompt responses,” according to Socialbakers blog post.
The top performing brands on Twitter are the following:
- Halo BCA
- National Rail
- Movistar Panama
- American Airlines
- JetBlue Airways
- National Rail
- Personal Paraguay
- Movistar Guatemala
Halo BCA had a superb second quarter and averaged response time of 3 minutes. National Rail comes in second place with an average response rate of 6 minutes while Movistar from Panama answered questions within nine minutes.
American Airlines took 10 minutes to follow up and JetBlue Airlines 12 minutes. What all of these brands have in common is their seriousness to respond to customer inquiries and continue to grow their base of followers.
The slideshow is a summary of the top seven brands that captured the attention of Twitter followers and compiled by Socialbakers quarter report.