Every day, brands are on Twitter answering questions and responding to customer concerns. Two out of three people surveyed say Twitter is their preferred channel for care over other social networks. But what do people on Twitter expect from these interactions? What is it that they really want?
The stats in this blog are from an internal Twitter Insiders survey fielded Aug 24 - Sep 1, 2020. We surveyed people on Twitter about their preferences, attitudes, and past experiences with customer care on social media sites. Based on insight among people in the US and UK around expectations for customer support, here are five practical steps you can use to support your customers in ways that matter to them.