Twitter Customer Care in a 24/7 World

We analyzed 436m tweets to identify the best practices that are moving the needle for brands

⅔ of consumers choose Twitter over other social networks as their preferred way to connect with companies at all hours of the day. 

Who benefits? When brands have a strategy for creating a positive customer experience with every tweet, the answer is everyone… and the benefits play out across multiple dimensions. 

That’s why Sprinklr and Twitter teamed up to create the definitive report on how to provide stellar customer service on Twitter — analyzing a full year of customer care conversations across more than 1,000 brands in 30 countries to identify:

  • The 7 weighted indicators that define success in customer care

  • How top brands outperform the rest on care

  • The 4 dimensions of value Twitter care creates: Economic, Functional, Experiential, and Symbolic

  • Key strategies and tactics that brands in every industry can implement

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