Socialbakers released on Tuesday its latest Socially Devoted review, a quarterly look at the state of social customer care on Facebook and Twitter.
Q4 2013 witnessed clear improvements compared to Q3, with average response times dropping from 30 to 26 hours (12.7 percent). The telecom, finance, and airlines industries top the list, with response times under 18 hours.
The fastest brand? Etihad Airways. With the national airline of the United Arab Emirates, you can expect your queries to be addressed within 12 minutes!
When it comes to response rates, the three aforementioned industries scored at least 75 percent on Facebook and 53 percent on Twitter, which is far above the global average (59.4 and 40.6 percent). All other industries are lagging behind, especially on Twitter. This is problematic since a majority of social customer care queries (59.3 percent) are now directed at that platform — and brands still prefer using Facebook (59.4 percent).
Most Socially Devoted global brands on Facebook:
- KLM
- Personal Argentina
- Movistar Argentina
- Claro
- LBC Express Inc.
- Robi Axiata Limited
- Safaricom Kenya Official Page
- Orange Polska
- Grameenphone
- Telstra 24×7
Most Socially Devoted global brands on Twitter:
- Telkomsel
- Virgin Media
- American Airlines
- O2 in the UK
- ASOS Here to Help
- Tesco
- Movistar Argentina
- Vodafone Webcare
- Sprint Care
- KLM
For the complete list of results by brands, click here. You can also check out Socialbakers’ great infographic.
https://youtube.com/watch?v=niSmH6MCoHgNBRTCESGGU3P
