Apr 8, 2014

Customer Service on Twitter

It is hard for me - especially in the German market - to see a real ROI from marketing activities on Twitter. Not having a newsfeed algorithm and lacking the user base and user activity of Facebook, its traffic contributions are very low and the visibility of activities probably is, too (now "pinned tweets" are the next approach to tackle this).
So I always made an argument to use Twitter to connect to people directly - depending on the business you're in this could be relationship marketing, PR or - in most cases - customer service. This very interesting study from March 2014, conducted by Simply Measured, gives an overview (US only) of how Twitter is currently being used as a customer service channel and concludes in 7 best practices.

http://get.simplymeasured.com/rs/simplymeasured/images/TwitterCustomerServiceStudySimplyMeasuredMarch2014.pdf