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 |
Please email marissa@modernmediapartners.com if you have additional updates, or a social network that you feel should be on the list.
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.
