Twitter has now for quite some time dominated the social media customer service game.
Nearly 80 percent of customer service questions posed to brands social media happen on Twitter, according to Socialbakers. Its study also found that tweets directed at business-to-consumer brands have more than doubled in the last two years. The only problem: brands aren’t exactly doing a good job of responding. Socialbakers also found that fewer than 30 percent of those questions were actually answered in the second quarter of 2015.
Twitter wants to give brands the tools they need to fix this. Enter the Twitter Customer Service Playbook.
The 122-page guide is aimed at helping brands improve the way they approach customer service on the platform.