The #RLTM Scoreboard: Social Networking Stats for the Week
|Facebook:||1 billion active users||via Facebook|
|Twitter:||over 500 million users||via Twopcharts|
|Qzone:||599 million monthly active users||via TechCrunch|
|Sina Weibo:||over 400 million users||via Yahoo|
|Renren:||over 170 million users||via iResearch iUser Tracker|
|VK:||over 190 million users||via VK|
|LinkedIn:||200 million active users||via LinkedIn
|Google Plus:||135 million monthly active users||via Google|
|Tumblr:||97 million blogs||via Tumblr|
|Instagram:||100 million users||via Instagram|
|Tagged:||20 million unique monthly users||via Tagged|
|Foursquare:||nearly 30 million users||via Adweek
|Pinterest:||over 25 million users||via AdWeek|
|Reddit:||55 million monthly unique visitors||via Reddit|
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30% of Top Brands Are Investing in Customer Service on Twitter
A new study by Simply Measured finds that 30% of the Interbrand Top 100 Brands are investing in customer service on Twitter. While 99% of these top brands have Twitter accounts, only thirty have dedicated customer service handles to resolve issues as quickly as possible. By directing customer service inquiries to a dedicated Twitter handle (and away from their branding platform), this strategy helps to “protect brand identity.”
However, the presence of a dedicated account does not assure a response: the average response rate to all customer service mentions was 42%. The best response rate (out of the 30 brands) was 75%, and there were only 5 brands with response rates higher than 60%.
In short, the study reveals that even out of those brands that do have dedicated Twitter handles for customer service, there’s still a long way to go, both in terms of response rate and response time: the average response time for customer support was 5.1 hours — a long time on Twitter. Only 10% of the 30 brands achieved an average response time of under one hour – and none of the brands were able to maintain a response time under 30 minutes.
However, brands’ average response time is often bogged down by a few replies (to ‘missed’ inquiries) that happened days after the initial mention. Overall, 61% of customer service responses were sent within an hour of the initial customer support inquiry – a figure that actually exceeds customer expectations, based on study data.
Here’s a breakdown – by engagement – of the top 10 brands using dedicated customer service handles on Twitter:
The report is Simply Measured’s second quarterly customer service study, and offers comparison to similar data from December 2012.