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Brands that respond to customer-service inquiries on Twitter benefit from doing so on several levels, according to a study the social network conducted along with Applied Marketing Science. Key findings of the study included: Customers who receive responses when they tweet businesses are willing to spend 3 percent to 20 percent more on average-priced items from those businesses in the future.
… was some very angry customers who had to repeatedly call back in order to find a resolution. If you are going to monitor your customer satisfaction with regard to customer service and customer support, here are 6 key performance metrics you should begin measuring now: Hold Time – The amount of time customers spend on hold. Your customer service…