As an experiment in customer service via social networks, in this case Twitter, Software Advice recently had four employees send customer service tweets via their personal accounts to 14 leading consumer brands in seven industries.
In collaboration with CIO, Software Advice wanted to test the speed, efficiency, and quality of the brands' replies to tweeting customers.
Each company was tweeted to once per weekday for four consecutive weeks. Each tweet fell into one of these categories:
- Urgent help needed
- A question from the company's FAQ page
- Technical (i.e., needing more than one interaction for a resolution)
For the first and third weeks, the four employees used the brands' Twitter handles (e.g., @brandname), which ensured that Twitter would notify the companies that they were called out in a tweet. For the second and fourth weeks, the tweets mentioned only the brand name—not the handle.
Take the first step (it's free).
You may also like:
- Five Best-Practices for B2B Social Media Influencer Marketing
- LinkedIn Stories Is Almost Here: Will It Reinvent the B2B Social Media Landscape?
- Social Media Staffing: Employee, Agency, or Consultant? The Pros and Cons of Hiring Each.
- How COVID-19 Is Impacting Social Media Ad Rates and Engagement
- Before Implementing an Employee Advocacy Program, Do These Three Things