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Top brands: Taking ownership of customer issues on X, formerly Twitter
25 brands that step up
Sometimes customers just need to hear that you’re trying to help. When it comes to X, formerly Twitter care, simply taking ownership of a problem can have a powerful impact — whether taking ownership means moving customers to DM so that you can solve their problems confidentially, or simply offering a sincere apology.
In From AM to DM: Twitter Customer Care in a 24/7 World, we measured how brands take ownership of customer problems by looking at those two kinds of interactions, as well as at the volume of incoming Tweets. That let us identify the accounts that do an exceptional job at taking ownership of customer issues, as well as delivering overall excellence in X, formerly Twitter care. Here are twenty-five X, formerly Twitter handles that stand out for the way they take ownership of customer issues:
Brand: ADT
Handle: ADT
Industry: Commercial Services
Brand: Allstate
Handle: Allstate
Industry: Insurance
Brand: Ask Lyft
Handle: AskLyft
Industry: Leisure & Tourism
Brand: Ask Spectrum
Handle: Ask_Spectrum
Industry: Telecom
Brand: Avis Car Rental
Handle: Avis
Industry: Leisure & Tourism
Brand: Cadillac
Handle: Cadillac
Industry: Automobiles
Brand: CenturyLinkHelp Team
Handle: CenturyLinkHelp
Industry: Telecom
Brand: Chase Support
Handle: ChaseSupport
Industry: Financial Services
Brand: CVS Pharmacy
Handle: cvspharmacy
Industry: Retail
Brand: Delta
Handle: Delta
Industry: Airlines
Brand: Domino’s Pizza
Handle: dominos
Industry: Restaurants
Brand: EDF
Handle: edfenergy
Industry: Utilities
Brand: Expedia
Handle: Expedia
Industry: Tech
Brand: FedEx Help
Handle: FedExHelp
Industry: Logistics
Brand: Hilton Hotels
Handle: HiltonHotels
Industry: Leisure & Tourism
Brand: Macy’s
Handle: Macys
Industry: Retail
Brand: Michaels Stores
Handle: MichaelsStores
Industry: Retail
Brand: PayPal Support
Handle: AskPayPal
Industry: Financial Services
Brand: Postmates Support
Handle: Postmates_Help
Industry: Logistics
Brand: Sephora
Handle: Sephora
Industry: Retail
Brand: Starbucks Care
Handle: StarbucksCare
Industry: Restaurants
Brand: Ulta Beauty
Handle: ultabeauty
Industry: Retail
Brand: United Airlines
Handle: united
Industry: Airlines
Brand: Whole Foods Market
Handle: WholeFoods
Industry: Retail
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