This past January, Simply Measured monitored 32 dedicated customer service Twitter accounts. They tallying up the number of incoming and outgoing Tweets, calculated response times and posted their results in a brand new report.
Lucky for you, they gave me some of the numbers so you don’t have to do darn thing right now but keep on reading.
The first thing they found was a 44% increase in customer service handle mentions year-over-year compared to the monthly average during Q1 of 2013. Not good with numbers? Just look at the blue boxes.
Clearly, people have learned to turn to Twitter when they’re unhappy. And this is just a small portion of the big picture because Simply Measured only looked at dedicated customer service accounts such as @NikeSupport, @AskAmex, or @AmazonHelp. Just imagine if they’d be able to scoop up all of the customer service questions and complaints they found on Twitter in one month. The number would be ten times bigger. Maybe more.