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Top Brands: Responding to customer care inquiries on Twitter

Alexandra Samuel

February 17, 20212 min read

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12 companies that respond swiftly to customer concerns

When customers turn to Twitter to ask a question or solve a care issue, they appreciate a speedy response. When brands excel at delivering rapid responses, and sustain those response times on a consistent basis, they build trust with customers. There’s nothing like a quick reply to drive customer satisfaction: Rapid attention shows that a brand prioritizes its customers’ concerns, and when a problem is truly time-sensitive, only a speedy reply will do.

In From AM to PM: Twitter Customer Care in a 24/7 World, we uncover the industries that excel at responding swiftly: Airlines, logistics and telecom lead the pack. But the accounts that excel at providing quick, consistent replies on Twitter span an even wider range of sectors.

Here are ten handles that stand out not only for the speed of their Twitter replies, but for their ability to sustain consistent response rates and times even as the volume of incoming Tweets rises or falls. The average response time for these twelve accounts is just one hour and fifteen minutes.

Brand: Alaska Airlines

Handle: AlaskaAir

Industry: Airlines

Brand: Amazon

Handle: AmazonHelp

Industry: Retail

Brand: American Airlines

Handle: AmericanAir

Industry: Airlines

Brand: Apple

Handle: AppleSupport

Industry: Tech

Brand: El Corte Inglés

Handle: elcorteingles

Industry: Retail

Brand: MTV

Handle: MTV

Industry: Media

Brand: NatWest

Handle: NatWest_Help

Industry: Financial Services

Brand: Orange

Handle: orange

Industry: Telecom

Brand: Playstation

Handle: AskPlayStation

Industry: Tech

Brand: United Airlines

Handle: united

Industry: Airlines

Learn more about providing stellar customer care on digital channels.

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