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Top Brands: Reaching Out to Customers on Twitter Before They Ask

Alexandra Samuel

March 1, 20212 min read

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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.

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