Top Brands: Reaching Out to Customers on Twitter Before They Ask
March 1, 20212 min read
Twenty companies that go the extra mile
It’s one thing to provide a prompt reply to a customer who tweets you with a question—and it’s another thing to anticipate an issue, or spot an opportunity to delight a customer, and reach out before they ever mention you by name.
That’s exactly where many of the top care accounts on Twitter excel: They go the extra mile for customers by anticipating their needs, and making them feel like they’re a valued part of building the brand or product. But brands can only deliver that kind of high-touch service when they’re using a social media platform that allows them to listen and respond at scale.
In From AM to PM: Twitter Customer Care in a 24/7 World, we saw how going the extra mile for customers also pays off for brands: Twitter handles that excel at anticipating customer issues score 41% higher on overall care excellence. Here are twenty brands that score high on our overall measure of care excellence, with an average Sprinklr Care Score of 797 — and which know how to go above and beyond for their customers.
Brand | Handle | Industry
3 | ThreeUKSupport | Telecom
Aetna | AetnaHelp | Health Care
Amazon | AmazonHelp | Retail
AT&T | ATTHelp | Telecom
Campbell’s | CampbellCares | Food & Beverage
Caviar | CaviarSupport | Logistics
DBS | dbs_care | Financial Services
Doordash | DoorDash_Help | Logistics
Equifax | AskEquifax | Financial Services
Etisalat | Etisalat_Care | Telecom
FedEx | FedExHelp | Logistics
Frontier Communication | AskFrontier | Telecom
Lenovo | LenovoSupport | Tech
Lyft | AskLyft | Leisure & Tourism
Marriott | MBonvoyAssist | Leisure & Tourism
Nike | teamnike | Apparel
Spotify | SpotifyCares | Media
T-Mobile | TMobileHelp | Telecom
Walgreens | WAGSocialCare | Retail
Wells Fargo | Ask_WellsFargo | Financial Services
Learn more about providing stellar customer care on digital channels.