More Top Brands Tackling Customer Service on Twitter

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. (more…)