Customer Experience News & Trends

Who’s tops at Twitter?

Some customers are tweeting, and most companies aren’t listening.

Nearly half of the tweets on Twitter about companies, their products and customer service fall on deaf ears, a recent STELLAService survey found. But a couple of companies are providing outstanding service on the social media channel. and answered 100% of tweets (questions researchers had posted) withing 24 hours over a 45-day period. Compared to overall lackluster response, these two retailers stood out.

Only about 44% of tweets got responses within 24 hours from the other top 25 online retailers, researchers found.

At, only five customer care employees handle responses on Twitter. So in a smaller organization, it might take just one person to keep up with Twitter and ensure a 24-hour response time. Plus, many vendors now offer software that notifies you when your company is mentioned on Twitter (and other social media platforms.)

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