Brands with dedicated support handles showed an improvement in overall response rate, growing the average by 43 percent.
Social care is in on Twitter, and research shows that brands are getting better at replying to tweets sent directly to their customer support handle. They more than doubled their total direct responses increasing the monthly average from 27,652 in Q1 2013 to 57,613 in January 2014. The average response time only increased by 10 percent, which is pretty remarkable considering the significant increase in outbound tweets.
Source: Sprout Social Insights
Read more from the source: Sprout Social