News by Topic
- Search Marketing
- Email Marketing
- Loyalty Marketing
- Mobile Marketing
- Social Marketing
- Viral Marketing
- Trends & Ideas
- Internet Marketing 101
Twitter social customer care demand exceeds Facebook
Social media analytics firm Socialbakers has announced their Q4 Socially Devoted rankings revealing that the airline industry has the highest social media response rate while Twitter has surpassed Facebook in the social customer care stakes.
Airlines are flying high on social media. According to Socialbakers' latest rankings, airline brands such as KLM are setting an example for other service-based industries in terms of response rate.
The airline industry has the highest response rate on both Facebook and Twitter responding to 76.4% of all in-bound questions on Facebook and 56.3% on Twitter. Not far behind airlines is the finance industry with 76.3% response rate on Facebook and 53.5% on Twitter.
Across all brands, the average response rate in Q4 2013 was 59.4% on Facebook and 40.6% on Twitter. The worst-performing industries were automotive (34.2% / 23.3%) and alcohol (32% / 23.2%).
Interestingly, while Twitter receives more 'social care demand' than Facebook - 59.3% relative number of questions versus 40.7% - brands respond more often on Facebook (59.4%) than Twitter (40.6%). Furthermore, retail brands respond more than e-commerce brands (64.2% vs. 58.8%).
"Consumer demand on Twitter pages is trending up overall, and has even surpassed the demand on Facebook," writes Socialbakers Campaign Content Specialist, William Miller, on the company blog. "When a customer logs a complaint on social media, it's increasingly likely that he or she will Tweet it to you, rather than post it on your Wall."
For a summary of Socialbakers' findings, check out their infographic.
- Study: Tiggered emails key to reengaging cart abandoners
- Report: Mobile pushing more ecommerce
- How brands can use chat apps to engage
- Ad Roundup: Email and experience tools
- RichRelevance: Site Search key for shoppers
- How loyalty data can improve the shopper experience
- UK consumers will have 12 billion click-to-call conversations this year
- Consumers to brands: Don't call me maybe
Featured White Papers
- The Keys to a 'Stop 'em & Grab 'em' Landing Page
Follow these keys when developing your landing page, and in no time you will have all of the traffic and...