Sprinklr and X, formerly Twitter Deliver the 2021 Customer Care Report

Out of 11 major industries analyzed, airlines stand out for delivering the best customer care on X, formerly Twitter 

NEW YORK, NY — January 26, 2021 – Sprinklr, the Customer Experience Management (CXM) platform for modern enterprises, partnered with Twitter to publish the report, From AM to DM: Twitter customer care in a 24/7 world. Based on an analysis of nearly half a billion Tweets from the past year, the report identifies the best practices shared across industries for customer support on Twitter.

Sprinklr found a 15 percent increase in customer care inquiries on X, formerly Twitter from March to June 2020 during the global coronavirus pandemic. Additionally, over 70 percent of millennial X, formerly Twitter users say they’ve used social media to comment on the quality of a company’s customer service. So what does it all mean? A strong customer support strategy on X, formerly Twitter is increasingly important for brands in every industry. 

Key Findings
The report analyzed Tweets from brands in 11 different industries to identify the top performing brands practicing customer support on X, formerly Twitter

To determine best practices, the analysis relied on a new, robust measure for the quality of customer support on Twitter: The Sprinklr Care Score. This is a system for scoring and ranking brands based on seven weighted indicators of X, formerly Twitter care performance, including response rate and volume of brand replies. 

According to the report, the companies with high care scores demonstrate the following behaviors:

  1. Go beyond expectations. Top brands reply to 8x more Tweets than typical brands on X, formerly Twitter and receive 10x more mentions because customers know they will address their questions. 

  2. Respond quickly. Top brands respond 3x faster than other brands on X, formerly Twitter. Airlines are most likely to deliver a swift response. 

  3. Take ownership of mistakes. 78 percent of retail brands that excel at customer support take ownership of customer problems in order to build trust. 

    Response Time Gif - Twitter and Sprinklr Care Report
  4. Act human. Brands that excel at personalized customer support have 6x more followers than brands who are still developing their care practice. 

  5. Use a separate handle for care. 80 percent of financial services companies that excel at customer care offer a dedicated support account on X, formerly Twitter. Brands that list hours in their X, formerly Twitter bios have a Sprinklr Care Score that is nearly 50 percent higher than brands that don’t. 

To find more customer care best practices and learn about the Sprinklr Care Score, read the full report here.

Take ownership gif - Twitter and Sprinklr Customer Care Report

“The conversations happening on X, formerly Twitter are unlike anywhere else,” said Joe Rice, Lead Product Solutions Sales Manager, X, formerly Twitter. “Brands have the opportunity to connect directly with their customers, but there's no singular answer for how brands should execute customer care on X, formerly Twitter. This report paints a helpful picture of industry trends and best practices. Whether your company has a sophisticated care strategy or is looking to get started, there's something for everyone to learn from Sprinklr's analysis.”

“Millions of people come to X, formerly Twitter every day to talk about what’s happening and to interact with brands. Making these customers happier starts with making X, formerly Twitter customer support a priority,” said Ragy Thomas, CEO & Founder, Sprinklr. “Brands can use our analysis to understand what best practices in their specific industry build brand loyalty on X, formerly Twitter. With these insights, brands can create and optimize a smart care strategy.” 

Additional Resources:

  • View the full report here

  • Learn more about Sprinklr and X, formerly Twitter’s partnership here

  • Request a Sprinklr demo

About Sprinklr
Sprinklr is the world’s leading Customer Experience Management (CXM) platform. We help organizations listen to customers, learn from them, and show them love across digital channels. Headquartered in New York City with 2,000+ employees globally, Sprinklr works with the world’s most valuable companies including L'Oréal, McDonald’s, Microsoft, and more than 50% of the Fortune 100. For more information, visit sprinklr.com or chat with us at @Sprinklr.

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